Senior Guest Services Duty Manager – Premium Hospitality

Jack's Point; Queenstown; On-site; NZD 65,000 - 90,000; Full time

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, Arrivals and Departures, ensuring a seamless guest experience.

This hands-on leadership role requires strong team supervision, exceptional communication and the ability to make sound decisions under pressure. You’ll coordinate with Housekeeping and other teams to keep operations running smoothly.

Qualifications

• 12+ months experience as Duty Manager or senior guest services.
• Experience supervising and supporting a team.
• Excellent communication and conflict-resolution skills.
• Strong organisational skills and attention to detail.
• Confidence with property management systems and standard software.
• Calm, solutions-focused approach under pressure.
• Flexibility to work a 7-day roster incl. evenings and holidays.

Responsibilities

• Lead day-to-day Front Office and Guest Services ops via Opera Cloud.
• Coordinate with Housekeeping, Guest Services and Porters for ready rooms.
• Lead and coach Guest Services Agents and Porters.
• Own guest issues and service recovery, resolve promptly.
• Identify opportunities to enhance guest experience and upsell upgrades.
• Monitor guest satisfaction and address issues before escalation.
• Coordinate ops issues with teams and suppliers, inform Rooms Division Manager.
• Manage incidents, emergencies and security per procedures.
• Complete shift handovers, incident reports and end-of-shift checks.
• Maintain strong communication across Rooms Division and wider business.
• Be a calm, professional presence on shift and set service standards.

Skills

Team leadership

Guest services

Communication

Problem solving

Organization

PMS familiarity

Tools

Opera Cloud

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, Arrivals and Departures, ensuring a seamless guest experience.

This hands-on leadership role requires strong team supervision, exceptional communication and the ability to make sound decisions under pressure. You’ll coordinate with Housekeeping and other teams to keep operations running smoothly.