Hotel Operations Manager
The Godley Hotel
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Benefits offered by this job
Job summary
Mackenzie Hotels seeks a Hotel Operations Manager to lead accommodation operations across The Godley Hotel, Lot7 and Woolshed Suites in Lake Tekapo. You will steer reservations, housekeeping and maintenance, while optimizing property technology, online distribution and supplier relationships.
The role combines strong operational leadership with commercial awareness to maximise occupancy, revenue and guest satisfaction across three adjacent properties.
Qualifications
- Previous hotel operations or senior accommodation management experience.
- Experience managing multiple departments across hospitality.
- Strong understanding of reservations and front‑office processes.
- Practical knowledge of hotel PMS, channel managers, booking engines and OTA platforms.
- Experience with hotel revenue management, pricing and distribution.
- Experience leading housekeeping and/or maintenance functions.
- Strong commercial and financial awareness.
Responsibilities
- Oversee day-to-day accommodation operations across three properties.
- Provide leadership to reservations, housekeeping and maintenance teams.
- Lead group reservations, ensure accurate bookings and channel distribution.
- Manage pricing, inventory, ADR, RevPAR and direct vs. third‑party channels.
- Take ownership of hotel technology, systems and data flows.
- Maintain housekeeping quality, maintenance, and supplier relationships.
- Drive guest experience, safety, and budgetary performance.
- Collaborate with senior management on planning and improvements.
Skills
Tools
Job description
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Mackenzie Hotels is a locally owned and operated hospitality group based in the alpine village of Lake Tekapo. Across our growing portfolio of accommodation and food and beverage businesses, we are passionate about creating memorable experiences for visitors from New Zealand and around the world.
We are a hands‑on, ambitious team that values great people, genuine hospitality and fresh ideas, offering the opportunity to build a rewarding career in one of New Zealand’s most extraordinary destinations.
Team benefits include discounted food and beverage, friends and family accommodation rates, quarterly department social events, monthly team social events and regular community events.
Mackenzie Hotels is a locally owned and operated hospitality group based in the alpine village of Lake Tekapo. Across our growing portfolio of accommodation and food and beverage businesses, we are passionate about creating memorable experiences for visitors from New Zealand and around the world.
We are a hands‑on, ambitious team that values great people, genuine hospitality and fresh ideas, offering the opportunity to build a rewarding career in one of New Zealand’s most extraordinary destinations.
Team benefits include discounted food and beverage, friends and family accommodation rates, quarterly department social events, monthly team social events and regular community events.
The Hotel Operations Manager leads and coordinates accommodation operations across The Godley Hotel, Lot7 and Woolshed Suites.
The role provides leadership across reservations, housekeeping and maintenance while taking ownership of the systems and commercial infrastructure supporting the accommodation business, including property technology, online distribution, inventory, rate management and key supplier relationships.
The Hotel Operations Manager combines strong operational leadership with commercial awareness to ensure the properties operate efficiently, deliver consistently high guest standards and maximise accommodation revenue and profitability.
The Hotel Operations Manager leads and coordinates accommodation operations across The Godley Hotel, Lot7 and Woolshed Suites.
The role provides leadership across reservations, housekeeping and maintenance while taking ownership of the systems and commercial infrastructure supporting the accommodation business, including property technology, online distribution, inventory, rate management and key supplier relationships.
The Hotel Operations Manager combines strong operational leadership with commercial awareness to ensure the properties operate efficiently, deliver consistently high guest standards and maximise accommodation revenue and profitability.
The Hotel Operations Manager leads and coordinates accommodation operations across The Godley Hotel, Lot7 and Woolshed Suites.
The role provides leadership across reservations, housekeeping and maintenance while taking ownership of the systems and commercial infrastructure supporting the accommodation business, including property technology, online distribution, inventory, rate management and key supplier relationships.
The Hotel Operations Manager combines strong operational leadership with commercial awareness to ensure the properties operate efficiently, deliver consistently high guest standards and maximise accommodation revenue and profitability.
Oversee day‑to‑day accommodation operations across all three properties, located within 150 metres of each other.
Maintain operating standards, policies and procedures across the portfolio.
Oversee guest arrivals, departures, billing, weekly banking, cash handling, debtor reporting and customer ageing.
Coordinate priorities between properties and departments, including food and beverage operations.
Maintain a visible, hands‑on presence across the portfolio.
Identify inefficiencies and implement practical improvements.
Ensure properties are prepared for seasonal peaks, events and high occupancy periods.
Work with senior management on operational planning, budgeting and business improvement.
Maintain strong relationships with tour operators, coach drivers and tour guides.
Participate in the after‑hours night phone roster for emergency call‑outs (renumerated).
Provide direct leadership and oversight to reservations, housekeeping and maintenance teams, including:
Establish clear expectations, responsibilities, presentation and performance standards.
Support supervisors and team leaders.
Manage performance, team behaviour and disciplinary processes where required.
Ensure appropriate staffing levels and effective deployment of employees.
Support recruitment, induction, training and development.
Conduct performance discussions and address issues promptly.
Develop a positive, accountable and professional workplace culture.
Lead the group reservation function and ensure enquiries, bookings, amendments and cancellations are handled accurately and promptly.
Maintain reservation procedures and service standards.
Ensure room inventory and availability are accurate across all booking channels.
Monitor booking patterns, lead times, cancellations and reservation trends.
Ensure reservations staff maintain strong product knowledge across all properties.
Improve direct bookings and reduce avoidable distribution costs.
Develop “surprise and delight” initiatives that enhance guest satisfaction.
In coordination with the Directors, manage accommodation pricing and distribution across the portfolio, including:
Daily room rates and inventory.
Occupancy, ADR, RevPAR and forward booking pace.
Competitor pricing and local market conditions.
Seasonal pricing strategies, restrictions and demand periods.
Availability across direct and third‑party channels.
Relationships with OTAs, wholesalers and distribution partners.
Channel performance, commissions and cost of acquisition.
Opportunities to increase direct bookings and accommodation revenue.
Accuracy of rates, packages, room types, descriptions and policies across all channels.
Take ownership of accommodation technology, including:
PMS, channel manager, booking engine and associated systems. The company currently operates RMS Cloud; experience with this PMS is favourable.
User access, system configuration and operational processes.
System integrations and accurate information flow between platforms.
Technology supplier relationships and resolution of system issues.
Evaluation of technology that improves productivity, guest experience, revenue or reporting.
Staff training and effective system utilisation.
Procedures for system outages and technology failures.
Automation and continuous improvement of hotel processes.
Provide leadership and oversight of housekeeping across all three properties.
Maintain guestroom and public‑area cleanliness and presentation standards.
Establish room inspection and quality‑control processes.
Monitor productivity, labour utilisation and room turnaround times.
Manage linen, amenities, guest supplies and cleaning products.
Coordinate arrivals, departures, early check‑ins and operational priorities with reservations and housekeeping teams.
Maintain appropriate stock levels and purchasing controls.
Lead and oversee the maintenance team.
Maintain an effective preventative maintenance programme.
Ensure defects and maintenance requests are recorded, prioritised and completed promptly.
Coordinate room maintenance to minimise disruption and rooms being unavailable for sale.
Maintain records of maintenance, servicing and inspections.
Manage external tradespeople and contractors.
Identify capital expenditure and property improvement requirements.
Prioritise repairs, replacements and refurbishment projects with management.
Ensure buildings, guestrooms, grounds, plant and equipment are maintained appropriately.
Manage key operational supplier and contractor relationships.
Negotiate pricing, service standards and supply arrangements where appropriate.
Review supplier performance and value for money.
Consolidate purchasing where this creates operational or financial efficiencies.
Maintain appropriate stock and purchasing controls.
Identify alternative suppliers where they may improve quality, reliability or cost.
Ensure consistently high guest service standards across all properties.
Monitor guest feedback, online reviews and recurring operational issues.
Investigate significant complaints and ensure appropriate resolution.
Identify feedback trends and implement corrective actions.
Continuously improve the guest journey from reservation through departure.
Ensure property presentation and accommodation standards reflect Mackenzie Hotels’ expectations.
Operate within approved budgets and monitor labour and operating costs.
Identify productivity improvements and unnecessary expenditure without compromising guest standards.
Regularly review accommodation revenue and operating performance.
Provide management with operational and commercial performance reporting.
Contribute to business planning and development of the Mackenzie Hotels portfolio.
Promote a strong health and safety culture across accommodation operations.
Ensure procedures comply with New Zealand legislation and company requirements.
Ensure hazards, incidents and maintenance risks are reported and addressed.
Maintain a thorough understanding of hotel emergency and evacuation procedures.
Support emergency preparedness and staff training.
Ensure contractors meet appropriate health and safety requirements.
Performance will be assessed against operational, commercial and people measures, including:
Occupancy, ADR and RevPAR.
Accommodation revenue against budget and forecast.
Direct booking and distribution performance.
OTA/channel cost management.
Guest satisfaction and review performance.
Housekeeping quality and room readiness.
Maintenance response times and preventative maintenance completion.
Labor productivity and departmental cost control.
Supplier performance and purchasing efficiencies.
Rate and inventory accuracy across distribution channels.
System reliability and effective use of hotel technology.
Staff retention, training and departmental performance.
The successful candidate will ideally have:
Previous hotel operations or senior accommodation management experience.
Experience managing multiple departments.
Strong understanding of reservations and front‑office processes.
Practical knowledge of hotel PMS, channel managers, booking engines and OTA platforms.
Experience with hotel revenue management, pricing and distribution.
Experience leading housekeeping and/or maintenance functions.
Strong commercial and financial awareness.
Experience managing suppliers, contractors and purchasing.
Strong leadership and people‑management capability.
Excellent organisational, communication and problem‑solving skills.
Confidence working in a fast‑moving, seasonal tourism environment.
A practical approach and willingness to become directly involved when operationally required.
Commercially minded and operationally focused.
Highly organised and comfortable managing multiple priorities.
Calm and decisive under pressure.
Accountable and willing to own outcomes.
Comfortable working across multiple properties and departments.
Analytical and confident using operational and financial data.
Interested in technology and continuous improvement.
An effective leader who develops capable, accountable teams.
Guest-focused while maintaining commercial discipline.
Proactive in identifying issues before they affect guests or business performance.
The Hotel Operations Manager will work closely with the CEO, Directors, property and departmental leaders, reservations, housekeeping and maintenance teams, finance and administration, technology providers, distribution partners, suppliers, contractors and other Mackenzie Hotels employees.
Housekeeping Manager
Front Office & Guest Relations Manager
Maintenance Manager
Assistant Operations Manager
Success in this role means The Godley Hotel, Lot7 and Woolshed Suites operate as one coordinated accommodation portfolio rather than three independent properties.
The Hotel Operations Manager ensures the right rooms are available at the right price through the right channels; properties are clean, well maintained and efficiently operated; technology supports the business; suppliers provide strong value and service; and employees understand the required standards and commercial objectives.
Ultimately, the role is responsible for reliable hotel operations that deliver an excellent guest experience while maximising the long‑term profitability and performance of Mackenzie Hotels’ Lake Tekapo accommodation portfolio.
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