Front Office Shift Leader: Guest Experience & Ops

SmartRecruiters, Inc.; Queenstown; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Gym access and wellness facilities

Free meals on shift

Accommodation discounts

Anniversary stay benefits

Employee assistance program

Career growth opportunities

Staff discount card with Accor

CSR involvement opportunities

Job summary

Mercure Queenstown Resort is seeking an experienced Front Office Leader to support the Front Office Manager in daily operations and to assume responsibility for the hotel during assigned shifts. You will lead and develop the Front Office team, ensuring exceptional guest service and adherence to Accor values.

You will work with Housekeeping and other departments to maintain smooth operations, manage guest inquiries, and balance daily revenue while upholding safety and service standards in a

Qualifications

• Minimum 3 years in hotel front office operations or leadership roles.
• Diploma or certificate in hospitality preferred but not required.
• Current Manager’s Certificate is required; GM Certificate is a plus.

Responsibilities

• Assist the Front Office Manager with daily management and operation.
• Oversee hotel operations during your assigned shift and ensure service standards.
• Supervise, coach and guide Front Office colleagues in policies and procedures.
• Support check-ins/check-outs and other Front Office duties as needed.
• Provide friendly, professional service and accurate hotel information.
• Handle guest feedback and escalate significant issues appropriately.
• Make operational and safety decisions in absence of senior management.
• Collaborate with Housekeeping and other departments for smooth operations.
• Communicate key information clearly and handover details to the next shift.
• Monitor occupancy and revenue; review operational and financial reports.

Skills

Guest service

Leadership

Communication

Decision making

Conflict resolution

Team development

Education

Diploma in Hospitality Management or Business Administration

Manager’s Certificate

General Manager Certificate

Tools

Microsoft Outlook

Microsoft Office

Job description

Mercure Queenstown Resort is seeking an experienced Front Office Leader to support the Front Office Manager in daily operations and to assume responsibility for the hotel during assigned shifts. You will lead and develop the Front Office team, ensuring exceptional guest service and adherence to Accor values.

You will work with Housekeeping and other departments to maintain smooth operations, manage guest inquiries, and balance daily revenue while upholding safety and service standards in a