Front Office Operations Manager

Accor; Otago; On-site; NZD 85,000 - 90,000; Full time

Benefits offered by this job

Staff meals

Uniforms provided

Heartist Benefits

Parental leave

40 hours/week

Job summary

Novotel Queenstown Lakeside, part of Accor, is seeking an experienced Front Office Operations Manager to lead daily Front Office, Reservations, Concierge and Night Audit teams, ensuring exceptional guest experiences in a high-volume hotel in Queenstown, New Zealand.

You will drive loyalty enrolments, mentor staff, manage budgets, and contribute to financial performance while upholding Novotel brand standards and collaborating with senior leadership.

Qualifications

• Minimum 3 years’ experience in a hotel front office or operations management role.
• Proven ability to manage budgets, control costs, and drive revenue performance.
• Willing to work varied hours, including mornings, afternoons and weekends.
• Knowledge of front office systems such as Opera Cloud, Windcave, RESAweb preferred.

Responsibilities

• Manage daily hotel operations across Front Office, Reservations, Concierge, and Night Audit teams.
• Drive Accor Live Limitless enrolments, ensuring team sign-up targets are met while promoting loyalty programme benefits.
• Lead, train, and motivate staff to deliver exceptional guest service and uphold Novotel brand standards.
• Oversee guest arrivals, departures, and room allocations to ensure smooth and efficient processes.
• Monitor and drive financial performance, including revenue forecasting, upselling, driving activity sales and KPI achievement.
• Prepare and review operational and financial reports to support business performance.
• Oversee Reservations operations, ensuring seamless booking processes and guest journey from reservation to departure.

Skills

Leadership

Communication

People management

Budgeting

Revenue management

Front office systems knowledge

Education

Manager certificate

First aid certificate

Tools

Opera Cloud

RESAweb

Windcave

Job description

Company Description

Located in the heart of Queenstown on the shores of Lake Wakatipu, Novotel Queenstown Lakeside is one of the town’s largest and busiest hotel operations, welcoming guests from around the world. With 273 rooms and a prime central location, we offer a fast-paced, dynamic environment where no two days are the same.

We are proud to have a diverse and energetic team dedicated to creating memorable guest experiences. As we continue to evolve our business, we are looking for an experienced Front Office Operations Manager to take the lead in one of our most important operational departments.

This is an exciting opportunity for an experienced hotel professional who thrives in a busy environment and is ready to take ownership of a large, fast-paced Front Office operation.

Job Description

Reporting directly to the Executive Assistant Manager, you will play a key role in the hotel’s operational leadership team, overseeing the day-to-day running of Front Office and ensuring consistently exceptional guest experiences.

We are looking for someone who has successfully led a Front Office operation in a hotel of similar size and complexity, understands the demands of a high-volume environment and has the confidence to make decisions, drive performance and motivate a diverse team

This is more than a day-to-day operational role. It is an opportunity to make a genuine impact on hotel performance, work closely with senior leadership and build your career, with potential for further growth within the business for the right person.

WHAT YOU’LL DO…

• Manage daily hotel operations across Front Office, Reservations, Concierge, and Night Audit teams.

• Drive ALL – Accor Live Limitless enrolments, ensuring team sign-up targets are achieved while promoting loyalty programme benefits and enhancing guest engagement.

• Lead, train, and motivate staff to deliver exceptional guest service and uphold Novotel brand standards.

• Oversee guest arrivals, departures, and room allocations to ensure smooth and efficient processes.

• Monitor and drive financial performance, including revenue forecasting, upselling, driving activity sales and KPI achievement.

• Prepare and review operational and financial reports to support business performance.

• Supervise cash handling, shift banking, and night audit for accuracy and compliance.

• Assist with budgeting and business planning to meet financial and operational goals.

• Oversee Reservations operations, ensuring seamless booking processes, effective room inventory management and an exceptional guest journey from reservation through to departure.

• Collaborate closely with the EAM and other Heads of Department to support hotel-wide priorities and deliver strong operational outcomes.

• Take ownership, adapt to changing priorities and lead confidently through busy periods, challenges and opportunities.

Qualifications

Qualifications

• Minimum 3 years’ experience in a hotel front office or operations management role.

• Strong leadership, communication, and people management skills.

• Proven ability to manage budgets, control costs, and drive revenue performance.

• Willing to work varied hours, including mornings , afternoons and weekends.

• Knowledge of front office systems (Opera cloud, windcave, RESAweb or similar PMS preferred) will be advantageous.

• Has a manager certificate and First aid certificate or the ability to obtain one.

• Excellent problem-solving and guest service skills, with attention to detail.

• Salary NZD 85,000 - 90,000 per annum

Additional Information

Why work for Novotel, Queenstown?

• Staff meals provided while on shift

• Uniforms, washed and laundered daily.

• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide

• Accor's Parental Leave Scheme

• Full Time 40 hours per week

• Place of Employment will be Novotel Queenstown Lakeside 6 Earl Street

  Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.