Hotel Operations Lead: Guest Experience & Events

ILT; Invercargill City; Hybrid; NZD 65,000 - 90,000; Full time

Job summary

Ascot Park Hotel is a busy, full-service hotel and conference destination with 116 rooms and multiple dining facilities. We are seeking an experienced Hotel Duty Manager to lead our team across Front Office, Accommodation, F&B and Functions, ensuring exceptional guest experiences and operational excellence.

You will be visible, supportive, and decisive, coordinating events, maintaining high standards, and guiding staff through busy shifts with a calm, service-first approach.

Qualifications

• Two years of hospitality management or supervisory experience (or a relevant formal qualification).
• Experience in hotel, restaurant, bar, functions or broader F&B environment.

Responsibilities

• Lead and support hotel teams across shifts, creating a positive service-focused environment.
• Own the overall guest experience and ensure service standards are consistently met.
• Oversee Front Office, Accommodation, Food & Beverage operations and respond to priorities.
• Handle guest requests, feedback and complaints professionally.
• Coordinate conferences, functions, weddings and other events.
• Maintain facilities, presentation, cleanliness, safety and service standards.
• Support labour management and staffing decisions.
• Monitor operations and take action to maintain service and efficiency.
• Ensure licensing, health and safety procedures are followed.
• Act as senior point of contact outside normal management hours.
• Support leadership with continuous improvement and high hospitality standards.

Skills

Hospitality management

Leadership

Communication

Time management

Problem-solving

Staff coaching

Guest experience

Education

General Manager's Licence

Hospitality qualification

Job description

Ascot Park Hotel is a busy, full-service hotel and conference destination with 116 rooms and multiple dining facilities. We are seeking an experienced Hotel Duty Manager to lead our team across Front Office, Accommodation, F&B and Functions, ensuring exceptional guest experiences and operational excellence.

You will be visible, supportive, and decisive, coordinating events, maintaining high standards, and guiding staff through busy shifts with a calm, service-first approach.