Luxury Lodge Front Office Manager - Guest Experience Leader

Rosewood Cape Kidnappers; Hawke's Bay; On-site; NZD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Daily staff meals

Rosewood Perks Programme

Career progression

Supportive leadership

Luxury destination

Job summary

Rosewood Cape Kidnappers in Hawke's Bay seeks an experienced Front Office Manager to lead our Front Office team and deliver exceptional guest experiences at our award-winning luxury lodge.

You will manage daily operations, mentor staff, and implement service initiatives to maintain the highest standards across guest arrivals, departures, and inquiries. The role requires leadership in a remote location and flexibility to work weekends and holidays.

Qualifications

• Minimum of 4–5 years of management experience in Front Office within luxury hotels or five-star properties.
• Qualification in Hotel Management or related field.
• Valid full driver's license; own reliable vehicle due to remote location.
• Proven leadership and staff development abilities.
• Strong knowledge of Front Office operations and hotel systems, including Opera PMS.
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Excellent English communication; Mandarin advantageous.

Responsibilities

• Lead, supervise, mentor, and develop the Front Office team, including Assistant Front Office Managers, Reception, Guest Experience and night teams.
• Manage the day-to-day Front Office operation, ensuring exceptional guest service standards are maintained at all times.
• Recruit, train, coach, and support team members to achieve departmental and individual performance objectives.
• Develop and implement departmental procedures, standards, and service initiatives.
• Conduct regular team meetings and performance reviews.
• Manage guest arrivals, departures, requests, feedback, and complaint resolution in a professional and timely manner.
• Ensure effective communication and coordination between all hotel departments to deliver seamless guest experiences.
• Prepare and distribute daily operational reports and departmental updates.
• Liaise with the Accounts team regarding guest invoices, payments, and account reconciliation.
• Monitor reservations, guest preferences, and special requirements to ensure personalized service delivery.
• Support succession planning, talent development, and workforce planning within the department.
• Ensure compliance with company policies, procedures, and health and safety requirements.
• Anticipate operational challenges and implement effective solutions to maintain service excellence.

Skills

Leadership

Guest service

Communication

Problem solving

Staff development

Education

Hotel Management qualification

Tools

Opera PMS

Microsoft Office

Job description

Rosewood Cape Kidnappers in Hawke's Bay seeks an experienced Front Office Manager to lead our Front Office team and deliver exceptional guest experiences at our award-winning luxury lodge.

You will manage daily operations, mentor staff, and implement service initiatives to maintain the highest standards across guest arrivals, departures, and inquiries. The role requires leadership in a remote location and flexibility to work weekends and holidays.