Guest Services Manager

Accor; Auckland; On-site; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Meals on shift

Parental Leave Scheme

Employee Assistance Program

Paid birthday leave

Accor Academy access

Job summary

Novotel Auckland Airport, part of the Accor family, is seeking a hotel operations professional to deliver exceptional guest experiences at our Auckland airport location. The role involves supervising shifts, coaching a team, and maintaining high standards across public areas and guest interactions.

You will champion the ALL Loyalty Programme and ensure personalised service for all guests, including VIP experiences, across 7-day rosters.

Qualifications

• Shifts across a 7-day roster, including overnights when required.
• Supervising shifts and leading by example in hotel operations.
• Coaching, guidance and support to develop a high-performing team.
• Delivering effective communication with guests and colleagues.

Responsibilities

• Deliver exceptional guest experiences and memorable stays.
• Take initiative to raise service standards and drive efficiency.
• Maintain immaculate public areas and a welcoming environment.
• Communicate effectively across departments to ensure seamless service.
• Promote and champion the ALL Loyalty Programme to maximise guest engagement.
• Provide personalised service with focus on VIP experiences.

Skills

Guest service excellence

Team leadership

Coaching & development

Effective communication

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"