Front Office Manager

InterContinental 62s Group plc; Queenstown; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Onsite car parking

Three free duty meals each day

Hotel gym access

IHG One Pass employee rates

Employee discounts platform

Enhanced parental leave

Birthday day off

Wellness leave

Job summary

Crowne Plaza Queenstown is seeking a Front Office Manager to lead the Front Office and Concierge teams, delivering exceptional guest experiences at our lakeside hotel in Queenstown.

You’ll coach the team, manage rosters, and oversee reservations while ensuring safety and crisis readiness. This permanent, full-time role embraces a fast-paced environment and cross-department collaboration.

Qualifications

• Proven experience leading Front Office/Concierge teams.
• Strong guest service focus and problem-solving skills.
• Ability to train and coach team members effectively.
• Knowledge of local Queenstown attractions and services.

Responsibilities

• Oversee Front Office and Concierge/Porters and Night teams daily.
• Lead crisis management and hotel evacuations, ensuring safety.
• Coach, train, and develop team to deliver premium guest experiences.
• Coordinate with departments to fulfill guest requests and bookings.
• Maintain smooth front desk operations and reservations.

Skills

Front Office Leadership

Guest Service Excellence

Staff Training & Coaching

Crisis Management

Multitasking & Prioritisation

Local Queenstown Knowledge

PMS (HotelKey)

Education

NZQA Level 4 Diploma or higher in Hotel Management

Manager’s Certificate & LCQ

First Aid Certificate

Driver’s Licence

Tools

HotelKey PMS

Job 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.