Front Office Manager: Lead Guest Experience & Excellence

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

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.