Front Office Manager

IHG Hotels & Resorts; Queenstown; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Onsite car parking

Employee room rates via IHG One Pass

Discounts on global brands

Job summary

Crowne Plaza Queenstown is seeking a Front Office Manager to lead the Front Office and Concierge teams with a focus on exceptional guest experiences and safety. The role involves staffing, training, and crisis management in a fast-paced hotel environment.

You’ll collaborate with multiple departments to ensure seamless operations, manage reservations, and maintain a positive team culture in the heart of Queenstown.

Qualifications

• NZQA Level 4 diploma or 2+ years as Duty Manager or 1 year as Assistant Front Office Manager
• Valid driver’s license and ability to drive multiple vehicles
• Manager’s Certificate and LCQ required
• First Aid Certificate held
• Bachelor’s degree in Hotel Management or related field

Responsibilities

• Lead Front Office and Concierge teams to ensure smooth daily operations
• Oversee reservations, bookings and guest services with a focus on safety
• Maintain crisis management and hotel evacuation procedures
• Coach and develop team, fostering a high performing culture
• Collaborate with departments to deliver exceptional guest experiences

Skills

Train front desk team

Roster planning

Crisis management

Guest relations

Safety procedures

Education

NZQF Level 4 Diploma or 2+ years Duty Manager

Manager’s Certificate and LCQ

First Aid Certificate

Bachelor’s in Hotel Mgmt or related

Tools

PMS (HotelKey)

Job description

Nestled on the shores of Lake Wakatipu and surrounded by the Remarkables, Crowne Plaza Queenstown offers 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 Manager to 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.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job?