Guest Services Manager

Novotel; Auckland; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Accor Academy

Referral program

Meals on shift

Parental leave

Employee assistance

Job summary

Novotel Auckland Airport seeks a proactive hospitality supervisor to lead shifts, coach teams, and deliver standout guest service at a busy airport hotel. You will communicate across departments, ensure spotless public areas, and promote the ALL Loyalty Programme to enhance guest engagement.

The role emphasizes coaching, leadership, and attention to detail to create memorable experiences for every guest and support a high-performing team in a dynamic environment.

Qualifications

• Able to work flexible shifts across a 7-day roster, including overnight shifts when required.
• Supervising shifts and leading by example to ensure smooth hotel operations.
• Providing coaching, guidance, and support to develop a high-performing team.
• Delivering exceptional communication and service both in person and over the phone.
• Anticipating guest needs through strong awareness and attention to detail.
• Building genuine guest connections and creating memorable experiences.
• Holding a current First Aid Certificate and LCQ/Manager's Certificate.

Responsibilities

• Deliver exceptional guest experiences and create memorable stays.
• Take initiative to enhance service standards and drive efficiency.
• Maintain immaculate public areas and a welcoming hotel environment.
• Communicate effectively across departments to ensure seamless guest service.
• Promote and champion the ALL Loyalty Programme to maximise guest engagement.
• Provide personalised service to all guests, with special attention to VIP experiences.

Skills

Shift supervision

Coaching & mentoring

Communication

Guest service

Attention to detail

Education

First Aid Certificate

LCQ/Manager's Certificate

Job description

At Novotel Auckland Airport, we create welcoming and memorable experiences for travellers from around the world. Our modern 4.5-star, 263-room hotel is conveniently located just steps from Auckland International Airport, offering exceptional comfort and convenience at the gateway to Aotearoa. As part of the globally recognised Accor family, we combine genuine hospitality with contemporary style, complemented by our vibrant THIRTEEN50 Kitchen & Bar, where modern Kiwi flavours take centre stage. Join a team that is passionate about people, service excellence, and creating unforgettable guest experiences every day.

Job Description

• Deliver exceptional guest experiences and create memorable stays.
• Take initiative to enhance service standards and drive efficiency.
• Maintain immaculate public areas and a welcoming hotel environment.
• Communicate effectively across departments to ensure seamless guest service.
• Promote and champion the ALL Loyalty Programme to maximise guest engagement.
• Provide personalised service to all guests, with special attention to VIP experiences.

Qualifications

You will be

• Working flexible shifts across a 7-day roster, including overnight shifts when required.
• Supervising shifts and leading by example to ensure smooth hotel operations.
• Providing coaching, guidance, and support to develop a high-performing team.
• Delivering exceptional communication and service both in person and over the phone.
• Anticipating guest needs through strong awareness and attention to detail.
• Building genuine guest connections and creating memorable experiences.
• Holding a current First Aid Certificate and LCQ/Manager's Certificate.

Additional Information

• Learn your Way- Access to our Accor Academy so you can Earn while you Learn!
• Accor's referral reward program
• Meals on shift
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program
• Paid birthday leave

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.

ACCOR's PURPOSE STATEMENT

“ Pioneering the art of responsible hospitality, connecting cultures, with heartfelt care"