Front Office Manager

Rosewood Hotel Group; Hastings; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive remuneration

Staff meals

Staff perks programme

Learning and progression

Collaborative team environment

Rosewood luxury destination

Job summary

Rosewood Cape Kidnappers in Hawke’s Bay, New Zealand, is seeking a seasoned Front Office Manager to lead our front office and guest services at this acclaimed luxury lodge.

Reporting to Hotel Management, you will drive a high-performance team, ensure seamless arrivals and departures, and uphold exceptional standards of service across all touchpoints. The role is full time, 45 hours over 5 days, with weekends and public holidays required, and offers a competitive remuneration package.

Qualifications

• Minimum of 4–5 years' management experience within Front Office operations in luxury hotel, lodge, or five‑star resort environment.
• Qualification in Hotel Management, Hospitality Management, Business Management, or a related field
• Must have a valid full driver’s license.
• Own reliable vehicle due to remote location.
• Strong knowledge of Front Office operations, guest services, and hotel systems.
• Advanced working knowledge of Opera PMS.
• Proficiency in Microsoft Office applications.
• Excellent verbal and written communication in English.
• Strong leadership, coaching, and people management capabilities.
• Ability to work flexible hours, including weekends, public holidays, and occasional overnight shifts.
• Additional language skills (Mandarin advantageous)

Responsibilities

• Lead, supervise, mentor, and develop the Front Office team, including Assistant Front Office Managers, Reception, Guest Experience and night teams.
• Manage day-to-day Front Office operation with exceptional guest service standards.
• Recruit, train, coach, and support team members to achieve objectives.
• Develop and implement departmental procedures, standards, and service initiatives.
• Conduct regular team meetings and performance reviews.
• Manage guest arrivals, departures, requests, feedback, and complaints professionally.
• Coordinate between hotel departments to deliver seamless guest experiences.
• Prepare and distribute daily operational reports and departmental updates.
• Liaise with Accounts regarding guest invoices, payments, and reconciliation.
• Monitor reservations and guest preferences to ensure personalized service.
• Support succession planning, talent development, and workforce planning.
• Ensure compliance with policies and health & safety requirements.
• Anticipate challenges and implement solutions to maintain service excellence.

Skills

Front Office leadership

Hotel operations

Guest service excellence

Opera PMS

Microsoft Office

English communication

People management

Driver's license

Flexible hours

Languages advantageous

Education

Hotel Management or related field

Tools

Opera PMS

Microsoft Office (Word/Excel/PowerPoint)

Job description

Discover your Calling with us and take your career to new levels, at Rosewood Cape Kidnappers.

We believe in fostering a culture of learning and development, providing you with the resources to thrive in your career.

About us

Far out to the east of Hawke’s Bay wine country, Rosewood Cape Kidnappers sits atop rolling hills and rugged cliffs that give way to vast sea views and an ever-present horizon.

Home to not only a lodge and spa, this unique property also boasts one of the world’s top golf courses, a sanctuary for some of New Zealand’s most precious flora and fauna, and a working farm. Warm and enveloping, Cape Kidnappers generous suites offer sumptuous comfort and awe-inspiring views in equal parts.

Ranked as one of the top two hotels in New Zealand and Australia by Travel + Leisure, and within the top 20 hotels in the world by Conde Nast Traveller, Cape Kidnappers delivers exclusive guest experiences including the Can-Am Tour, the Shepherding Experience and the day and night Sanctuary tours.

About the role

This is a full time (45 hours over 5 days per week) permanent role, offering a competitive salary. We are seeking an experienced and motivated Front Office Manager to lead our Front Office team and deliver exceptional guest experiences at our award‑winning luxury lodge.

Reporting to Hotel Management, this position is responsible for the effective leadership and daily operation of the Front Office Department, ensuring the highest standards of guest service, team performance, and operational excellence are consistently achieved.

Key Responsibilities

• Lead, supervise, mentor, and develop the Front Office team, including Assistant Front Office Managers, Reception, Guest Experience and night teams.
• Manage the day‑to‑day Front Office operation, ensuring exceptional guest service standards are maintained at all times.
• Recruit, train, coach, and support team members to achieve departmental and individual performance objectives.
• Develop and implement departmental procedures, standards, and service initiatives.
• Conduct regular team meetings and performance reviews.
• Manage guest arrivals, departures, requests, feedback, and complaint resolution in a professional and timely manner.
• Ensure effective communication and coordination between all hotel departments to deliver seamless guest experiences.
• Prepare and distribute daily operational reports and departmental updates.
• Liaise with the Accounts team regarding guest invoices, payments, and account reconciliation.
• Monitor reservations, guest preferences, and special requirements to ensure personalized service delivery.
• Support succession planning, talent development, and workforce planning within the department.
• Ensure compliance with company policies, procedures, and health and safety requirements.
• Anticipate operational challenges and implement effective solutions to maintain service excellence.

What you will bring

• The successful candidate will be a passionate hospitality professional with proven leadership experience in luxury accommodation environments and a commitment to delivering exceptional guest experiences.
• Requirements:
• Minimum of 4–5 years' management experience within Front Office operations in a luxury hotel, lodge, or five‑star resort environment.
• Qualification in Hotel Management, Hospitality Management, Business Management, or a related field
• Must have a valid full drivers license.
• Due to our remote location, applicants must have their own reliable vehicle.
• Demonstrated experience leading and developing high‑performing hospitality teams.
• Strong knowledge of Front Office operations, guest services, and hotel systems.
• Advanced working knowledge of Opera Property Management System (PMS).
• Intermediate to advanced proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Excellent verbal and written communication skills in English.
• Strong leadership, coaching, and people management capabilities.
• Proven ability to resolve guest concerns professionally and effectively.
• Strong organizational, problem‑solving, and decision‑making skills.
• Ability to work flexible hours, including weekends, public holidays, and occasional overnight shifts when required.
• Additional language skills, including Mandarin, would be advantageous.

What we offer

• Competitive remuneration package.
• Daily staff meals prepared by our culinary team.
• Access to the Rosewood Staff Perks Programme, including a range of discounts and partner benefits.
• Ongoing learning, development, and career progression opportunities.
• Supportive leadership and a collaborative team environment.
• The opportunity to work in one of New Zealand’s most stunning luxury hospitality destinations.

Please Note:
Applicants must have a valid working holiday visa or New Zealand work rights.