Senior Duty Manager - Guest Services & Operations

Jack's Point; Otago; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive remuneration

Career progression

Job summary

Jack’s Point Hospitality in Queenstown is seeking an experienced Duty Manager to lead our Guest Services team. You’ll be the senior on-shift contact for Front Office, driving smooth arrivals and departures and ensuring a seamless guest experience.

This hands-on leadership role requires coaching the team, resolving issues quickly and proactively leveraging upgrades and local experiences to enhance revenue. A full-time, on-site position with roster flexibility is offered.

Qualifications

• Experienced hospitality professional with leadership on shift.
• Ability to supervise and coach front office and guest services teams.
• Strong communication and conflict-resolution skills.

Responsibilities

• Lead the day-to-day operation of Front Office and Guest Services, ensuring smooth arrivals and departures through Opera Cloud.
• Coordinate with Housekeeping, Guest Services and Porters to ready rooms and guest services for arrivals.
• Lead and support Guest Services Agents and Porters with direction and feedback.
• Own guest issues and service recovery, resolve concerns promptly and professionally.
• Identify opportunities to enhance guest experience and generate revenue via upgrades and activities.
• Monitor guest satisfaction and address issues before escalation.
• Coordinate operational issues with teams and suppliers, keeping leadership informed.
• Manage incidents, emergencies and security per procedures.
• Complete shift handovers, incident reporting, payment reconciliation and end-of-shift checks.
• Maintain strong communication across Rooms Division and wider business.
• Be a calm, professional presence on shift setting the standard for service.

Skills

Duty Manager experience

Team leadership

Customer service

Communication skills

Problem solving under pressure

Flexibility with 7-day roster

Education

First aid certification

Tools

Opera Cloud PMS

Job description

Jack’s Point Hospitality in Queenstown is seeking an experienced Duty Manager to lead our Guest Services team. You’ll be the senior on-shift contact for Front Office, driving smooth arrivals and departures and ensuring a seamless guest experience.

This hands-on leadership role requires coaching the team, resolving issues quickly and proactively leveraging upgrades and local experiences to enhance revenue. A full-time, on-site position with roster flexibility is offered.