Guest Services Manager

Novotel Hotels; Auckland; On-site; NZD 52,000 - 76,000; Full time

Benefits offered by this job

Access to Accor Academy

Discounted Food & Beverage + Accomm 1

Referral reward program

Meals on shift

Parental Leave Scheme

Employee Assistance Program

Paid birthday leave

Job summary

Novotel Auckland Airport is seeking a hands-on hospitality supervisor to deliver exceptional guest experiences and lead a high-performing team. You will manage shifts, coach staff, and ensure seamless service across departments, with special attention to VIP guests.

Join our Accor team and contribute to a welcoming, efficient hotel environment at Auckland Airport. Ongoing training and employee benefits are provided.

Qualifications

• Willling to work flexible shifts across a 7-day roster, including overnights.
• Supervising shifts and leading by example to ensure smooth hotel operations.
• Providing coaching and support to develop a high-performing team.
• Delivering effective communication with guests and colleagues.
• 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 memorable stays.
• Promote ALL Loyalty Programme to maximise guest engagement.
• Maintain immaculate public areas and a welcoming hotel environment.
• Communicate effectively across departments to ensure seamless guest service.
• Provide personalised service to all guests, with special attention to VIP experiences.
• Drive service standards and contribute to overall hotel efficiency.

Skills

Shift flexibility

Team leadership

Coaching

Communication

Guest service

Attention to detail

First Aid

LCQ/Manager's Certificate

Job description

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