Front Office Manager

Pullman Hotels & Resorts; Auckland; On-site; NZD 90,000 - 110,000; Full time

Benefits offered by this job

Staff meals provided during shifts

Accor Heartist Benefits (discounted F&

Accor Academy access

Parental Leave Scheme

Career progression opportunities

Job summary

Pullman Auckland is seeking an experienced Front Office Manager to lead our Front Office, Guest Services, Night Operations and Concierge teams, ensuring exceptional guest experiences while achieving financial targets.

Reporting to the Director of Operations, you will drive service excellence, mentor a high-performing team, manage labour costs and foster collaboration across departments to deliver seamless guest journeys.

Qualifications

• Previous Front Office Manager experience, or experience in a similar Front Office leadership role; Accor experience preferred.
• A minimum of one year's experience as a Head of Department.
• Previous experience working in a 5-star hotel environment.
• Strong working knowledge of Opera PMS, Microsoft Outlook and hotel front office operations.
• Proven experience leading, coaching and developing teams to achieve exceptional guest service outcomes.
• Experience managing departmental budgets, labour costs, forecasting and performance targets.
• Exceptional communication, relationship-building and problem-solving skills.
• The ability to remain calm, professional and solutions-focused in a dynamic environment.
• A genuine passion for hospitality and delivering memorable guest experiences.
• The ability to inspire, motivate and empower team members to achieve their full potential.
• Flexibility to work across a 7-day roster as required.
• Full New Zealand Drivers Licence Preferred

Responsibilities

• Lead, coach and inspire a team committed to delivering exceptional guest experiences.
• Drive guest satisfaction, loyalty and service excellence across all Front Office touchpoints.
• Oversee daily hotel arrivals, departures, VIP experiences and guest recovery processes.
• Manage labour costs, departmental budgets, forecasting and operational performance.
• Develop, mentor and support team members to achieve their professional goals.
• Foster strong collaboration across all hotel departments to deliver a seamless guest experience.
• Ensure compliance with hotel policies, brand standards, health and safety requirements, and operational procedures.
• Maintain a visible presence in the lobby and Front Office, leading from the front and supporting the team during key service periods.

Skills

Leadership

Guest service excellence

Communication

Problem solving

Team development

Budgeting

Forecasting

Cross-functional collaboration

Customer focus

Brand standards

Tools

Opera PMS

Microsoft Outlook

Microsoft Office

Job description

Company Description

At Pullman Auckland, we see the familiar differently, delivering pioneering experiences blending innovative work+ event spaces with vibrant social atmosphere for business, leisure and local guests.

Our service promise, 'Progress Together, Anytime, Anywhere,’ empowers us to embrace others progress as our own by seeking opportunities, connect with meaning and make an impact.

A visionary change agent who actively seeks opportunities and forges meaningful connections to create a lasting impact.

Hospitality is a work of heart,

Join us and become a Heartist®.

Job Description

We are seeking an experienced and passionate Front Office Manager to lead our Front Office team and deliver unforgettable guest experiences while driving operational excellence and team success.

Reporting to the Director of Operations, you will be responsible for the day-to-day leadership of Front Office, Guest Services, Night Operations and Concierge. You will ensure exceptional service delivery, maximise guest satisfaction, achieve financial targets, and develop a high-performing team aligned with Pullman's service culture.

As Front Office Manager, You Will

• Lead, coach and inspire a team committed to delivering exceptional guest experiences.
• Drive guest satisfaction, loyalty and service excellence across all Front Office touchpoints.
• Oversee daily hotel arrivals, departures, VIP experiences and guest recovery processes.
• Manage labour costs, departmental budgets, forecasting and operational performance.
• Develop, mentor and support team members to achieve their professional goals.
• Foster strong collaboration across all hotel departments to deliver a seamless guest experience.
• Ensure compliance with hotel policies, brand standards, health and safety requirements, and operational procedures.
• Maintain a visible presence in the lobby and Front Office, leading from the front and supporting the team during key service periods.

You are a passionate hospitality leader who thrives in a fast-paced environment and is committed to creating exceptional guest experiences while developing high-performing teams. You lead with empathy, professionalism, and a strong commercial mindset, balancing operational excellence with outstanding service delivery.

Qualifications

• Previous Front Office Manager experience, or experience in a similar Front Office leadership role. Accor experience preferred
• A minimum of one year's experience as a Head of Department
• Previous experience working in a 5-star hotel environment
• Strong working knowledge of Opera PMS, Microsoft Outlook, Microsoft Office and hotel front office operations
• Proven experience leading, coaching and developing teams to achieve exceptional guest service outcomes
• Experience managing departmental budgets, labour costs, forecasting and performance targets
• Exceptional communication, relationship-building and problem-solving skills
• The ability to remain calm, professional and solutions-focused in a dynamic environment
• A genuine passion for hospitality and delivering memorable guest experiences
• The ability to inspire, motivate and empower team members to achieve their full potential
• Flexibility to work across a 7-day roster as required
• Full New Zealand Drivers Licence Preferred

Additional Information

Why join Pullman Auckland?

Our People+ Culture

We are, who we serve

We hire for personality, train for skill.

A personality that reflects our brand character and embodies, the progressive, inclusive, optimistic,

• We seek opportunities
• We connect with meaning
• We make a positive impact

We also believe in rewarding your achievements with a range of exciting employee benefits and programs.

Just To Name a Few

• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Daily staff meals provided while on duty
• Accor's Parental Leave Scheme
• Ongoing reward and recognition incentives
• Opportunities for further development and worldwide career progression within Accor