Front Office Manager

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

Front Office Manager

Company : Ihg, L.c. Job Type : Full Time New Zealand

Job Description - Front Office Manager

Description

Nestled on the shores of Lake Wakatipu and surrounded by the Remarkables, Crowne Plaza Queenstownoffers breathtaking views right from the heart of New Zealand’s adventure capital. Known for our genuine hospitality, premium service and vibrant team culture, we’re part of IHG Hotels & Resorts - a global brand with a local heart.

We’re looking for a Front Office Managerto help lead our passionate team and create memorable guest experiences every day.

Your day-to-day

Step into a dynamic leadership role as our Front Office Manager, where you’ll oversee the daily running of our Front Office and Concierge teams, ensure responsible service of alcohol, and lead the way in crisis management and hotel evacuations. You'll inspire and develop your team through coaching and training, creating a positive and high-performing culture.

This role is perfect for someone who loves the energy of a fast-paced environment, adapts quickly, thinks outside the box to solve problems, and builds genuine connections with guests and colleagues alike.

This is a permanent, full-time opportunity (40 hours) to make your mark and help shape an exceptional guest experience.

What you’ll need

• Ability to effectively train, allocate duties, roster, supervise and lead the Front Desk, Concierge/Porters & Night teams.
• Confident multi-tasker with strong prioritisation skills to manage tasks and guest needs seamlessly
• In-depth knowledge of Queenstown to assist guests with booking tours, transport and activities
• Flexibility to work weekends and public holidays as required
• Calm and composed in crisis situations, able to take charge and ensure the safety of guests and team members
• Oversee and manage hotel bookings and reservations
• Willingness to jump in and support your teams on the desk or concierge/portering as needed
• Experience with PMS (HotelKey preferred)
• Familiarity with payroll and roster systems
• Ensuring Health & Safety Procedures are being followed and make suggestions to ensure continuous improvement
• Ability to assess guest reviews and feedback to continuously enhance the guest experience
• Collaborate and communicate effectively with other departments (Conferencing/Food & Beverage, Housekeeping, Kitchen, Maintenance) to coordinate requests and ensure guests have an exceptional stay

Certifications/Qualifications:

Required:

• A NZQF Level 4 Diploma OR at least two years of relevant experience as a Duty Manager or 1 as an Assistant Front Office Manager
• A valid driver’s licence and confidence driving a range of vehicles
• A current Manager’s Certificate and LCQ
• A First Aid Certificate
• A Bachelor’s degree or higher qualification in Hotel Management, Business Administration or a related field

Highly regarded (nice to have) but not essential:

What we offer

Well… where do we start?!

• Onsite car parking
• Three free duty meals each day – no more packed lunches!
• Use of our hotel gym
• Access to IHG One Pass, giving you special Employee Room Rates and 50% off Food & Beverage at over 6,000 hotels worldwide
• Be part of an award-winning team culture at a New Zealand Certified Best Place to Work 2026.
• Access to a wide range of discounts on global brands through our employee benefits platform
• Enhanced parental leave
• Paid day off to celebrate your birthday
• Proactive wellness leave - and much more!

Do you see yourself as a Front Office Manager? When you're a part of IHG, you're more than your job title. And that's what we love – the individual talents, interests and dreams that make you who you are.