Front Office Leader: Guest Experience & Revenue

Accor; Queenstown; On-site; NZD 85,000 - 90,000; Full time

Benefits offered by this job

Staff meals provided

Uniforms, washed and laundered daily

Accor Heartist Benefits

Parental Leave Scheme

Job summary

Novotel Queenstown Lakeside, located on Lake Wakatipu, is seeking an experienced Front Office Operations Manager to lead our busy Front Office, Reservations, Concierge and Night Audit teams.

You will drive guest service excellence, oversee room allocations, revenue performance and loyalty programme engagement, while partnering with senior leadership to deliver strong operational outcomes in a high-volume hotel.

Qualifications

• Minimum 3 years’ experience in a hotel front office or operations management role.
• Strong leadership, communication and people management skills.
• Proven ability to manage budgets, control costs and drive revenue.
• Willing to work varied hours, including mornings, afternoons and weekends.
• Knowledge of front office systems (Opera Cloud, Windcave, RESAweb or similar PMS).
• Has a manager certificate and First aid certificate or the ability to obtain one.
• Excellent problem-solving and guest service skills, with attention to detail.
• Salary NZD 85,000 - 90,000 per annum

Responsibilities

• Manage daily hotel operations across Front Office, Reservations, Concierge and Night Audit teams.
• Drive ALL – Accor Live Limitless enrolments, ensuring team sign-up targets are achieved while promoting loyalty programme benefits and enhancing guest engagement.
• Lead, train, and motivate staff to deliver exceptional guest service and uphold Novotel brand standards.
• Oversee guest arrivals, departures, and room allocations to ensure smooth and efficient processes.
• Monitor and drive financial performance, including revenue forecasting, upselling, driving activity sales and KPI achievement.
• Prepare and review operational and financial reports to support business performance.
• Supervise cash handling, shift banking, and night audit for accuracy and compliance.
• Assist with budgeting and business planning to meet financial and operational goals.
• Oversee Reservations operations, ensuring seamless booking processes, effective room inventory management and an exceptional guest journey from reservation through to departure.
• Collaborate closely with the EAM and other Heads of Department to support hotel-wide priorities and deliver strong operational outcomes.
• Take ownership, adapt to changing priorities and lead confidently through busy periods, challenges and opportunities.

Skills

Leadership

Communication

People management

Revenue focus

Education

Manager certificate

First aid certificate

Tools

Opera Cloud

RESAweb

Windcave

Job description

Novotel Queenstown Lakeside, located on Lake Wakatipu, is seeking an experienced Front Office Operations Manager to lead our busy Front Office, Reservations, Concierge and Night Audit teams.

You will drive guest service excellence, oversee room allocations, revenue performance and loyalty programme engagement, while partnering with senior leadership to deliver strong operational outcomes in a high-volume hotel.