Hotel Front Office Lead — Guest Experience & Ops

Accor; Queenstown; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Free meals provided while on shift

Gym access

Accommodation discounts

Career growth opportunities

Employee assistance program

Job summary

Mercure Queenstown Resort, part of Accor, is seeking a Front Office Leader to oversee daily hotel operations and the Front Office team. You will manage shifts, deliver exceptional guest service, and ensure adherence to Accor standards and safety procedures in a busy resort environment.

The role requires a strong background in Front Office operations, experience with Opera PMS, and a managerial certificate. You will collaborate with Housekeeping and other departments to maintain smooth,

Qualifications

• Minimum of 3 years' relevant experience within the hotel industry, with strong experience in Front Office operations and procedures.
• Current Manager's Certificate required; General Manager Certificate is an advantage.
• Diploma in Hospitality Management or Business Administration preferred but not necessary.
• Strong working knowledge of Microsoft Outlook and Microsoft Office.
• Ability to work independently when senior management is unavailable and confidently make decisions regarding guest and team safety and wellbeing.

Responsibilities

• Assist the Front Office Manager with the daily management and operation of the Front Office department.
• Take responsibility for the hotel and Front Office operation during your assigned shift.
• Supervise, support, coach and guide Front Office team members, ensuring company policies, procedures and service standards are followed.
• Work operationally at the Front Desk when required, including supporting check-ins, check-outs and other Front Office duties.
• Provide friendly, knowledgeable and professional service, responding to guest enquiries and providing accurate hotel information.
• Manage guest complaints, feedback and operational issues, escalating significant matters to the Front Office Manager or General Manager when required.

Skills

Front Office operations

Guest service

Team leadership

Revenue awareness

Education

Diploma in Hospitality Management

Manager's Certificate

Tools

Opera PMS

Job description

Mercure Queenstown Resort, part of Accor, is seeking a Front Office Leader to oversee daily hotel operations and the Front Office team. You will manage shifts, deliver exceptional guest service, and ensure adherence to Accor standards and safety procedures in a busy resort environment.

The role requires a strong background in Front Office operations, experience with Opera PMS, and a managerial certificate. You will collaborate with Housekeeping and other departments to maintain smooth,