Front Office Leader – Guest Experience & Team Coach (Queenstown)

Ihg, L.C.; New Zealand; On-site; NZD 100,000 - 140,000; Full time

Benefits offered by this job

Onsite parking

Free duty meals

Gym access

IHG employee rates

Job summary

Crown Plaza Queenstown, part of IHG Hotels & Resorts, seeks a Front Office Manager to lead the Front Office and Concierge teams, ensuring smooth operations and exceptional guest experiences in a dynamic Queenstown setting.

You will coach staff, manage rosters, oversee bookings, and drive safety and service standards across shifts, including weekends and holidays. This is a permanent, full-time role in New Zealand.

Qualifications

• NZQF Level 4 Diploma or 2+ years as Duty Manager/1x Assistant Front Office Manager
• Current Manager’s Certificate and LCQ
• First Aid Certificate
• Bachelor’s degree or higher in Hotel Management or related field

Responsibilities

• Oversee Front Office, Concierge and Night teams daily operations
• Lead responsible service of alcohol and crisis management
• Coach and train staff to build a high-performing culture
• Manage hotel bookings and guest inquiries across departments
• Support desk/concierge/portering as needed and ensure guest satisfaction

Skills

Team leadership

Crisis management

Guest service excellence

Roster management

Education

NZQF Level 4 Diploma

Manager’s Certificate

LCQ

Bachelor’s degree in Hotel Management or related field

Tools

HotelKey PMS

Payroll systems

Job description

Crown Plaza Queenstown, part of IHG Hotels & Resorts, seeks a Front Office Manager to lead the Front Office and Concierge teams, ensuring smooth operations and exceptional guest experiences in a dynamic Queenstown setting.

You will coach staff, manage rosters, oversee bookings, and drive safety and service standards across shifts, including weekends and holidays. This is a permanent, full-time role in New Zealand.