Supervisor Front Office, Pinewood Lodge

Delaware North, Australia & New Zealand; Queenstown; On-site; NZD 4,137,000 - 4,443,000; Full time

Benefits offered by this job

Live and work in Queenstown

Permanent full-time: 30 hours per week

Hourly rate: $30.03-$32.25 per hour

Job summary

Delaware North New Zealand is seeking 2 Front Office Supervisors to lead front desk operations at Pinewood Lodge, Queenstown. You will supervise front office functions, support the desk manager, and ensure accurate processing of guest accounts while maintaining strong communication across departments.

Ideal candidates are natural leaders with exceptional organisation and a passion for delivering world‑class hospitality and guest experiences.

Qualifications

• 1–2 years’ experience in a supervisory or senior front desk role.
• Experience in a luxury or high-volume resort/hotel environment with diverse teams.
• Certificate or Diploma in Hospitality, Tourism or Business (preferred).
• First Aid and CPR certification (desirable).
• Proficiency in PMS systems (Opera, RMS) and reporting tools.

Responsibilities

• Lead and support front office operations to deliver exceptional guest experiences and maintain high service standards.
• Coach, mentor and develop team members through daily supervision, training, onboarding and performance feedback.
• Assist with rostering, labour planning and resource allocation to ensure efficient operations and service delivery.
• Monitor guest feedback and resolve issues promptly, ensuring a positive and seamless guest journey.
• Support financial and administrative processes, including reporting, reconciliations and cost control.
• Ensure compliance with policies, procedures, WHS and security standards.
• Collaborate with Front Office Manager and cross-functional teams on improvements and recruitment initiatives.
• Contribute to teamwork, accountability and service excellence.

Skills

Supervisory experience

Leadership

Guest service excellence

Event planning

Education

Hospitality/Business certificate or diploma

Tools

PMS systems (Opera, RMS)

Job description

Delaware North New Zealand is hiring 2 x Front Office Supervisors to join our team at Pinewood Lodge, Queenstown, NZ. In this role you will be responsible for supervising front office functions, supporting the front desk manager, ensuring accurate processing of all guest and external operator accounts, and maintaining a high level of communication with all reception team members and across departments.

If you are a natural leader with exceptional organisational skills and a passion for providing world-class hospitality and guest experiences, then this could be the perfect role for you!

What We Offer

At Delaware North we like a challenge, and talent and hard work are rewarded. We’re looking to create the future of hospitality, and we can’t do it without you. So, roll up your sleeves and come see why Delaware North is your best career move yet. As our team member, you’ll receive:

• Join a global hospitality company
• Live and work in beautiful Queenstown, New Zealand
• Be part of a professional team, delivering an excellent guest experience
• Access to our employee assistance program
• Training and development opportunities
• Permanent Full-time: 30 hours per week
• Hourly Rate: $30.03 - $32.25 per hour
• Rotating roster across Mon - Sun (between 12:00am-11:59pm)
• 2 x Front Office Supervisor positions available

What will you do?

• Lead and support front office operations to deliver exceptional guest experiences and maintain high service standards
• Coach, mentor and develop team members through daily supervision, training, onboarding and performance feedback
• Assist with rostering, labour planning and resource allocation to ensure efficient operations and service delivery
• Monitor guest feedback and resolve issues promptly, ensuring a positive and seamless guest journey
• Support financial and administrative processes, including reporting, reconciliations, revenue opportunities, cost control and record management
• Ensure compliance with company policies, operational procedures, workplace health and safety requirements, and security standards
• Collaborate with the Front Office Manager and cross-functional teams on operational improvements, projects, recruitment and team development initiatives
• Contribute to a culture of teamwork, accountability, continuous improvement and service excellence

More About You

• 1-2 years’ experience in a supervisory or senior front desk role
• Experience within a luxury or high-volume resort/hotel environment and managing a diverse team
• Certificate or Diploma in Hospitality, Tourism or Business (preferred)
• First Aid and CPR certification (desirable)
• Proficiency in PMS systems (e.g., Opera, RMS) and reporting tools
• Event Planning and Coordination Skills

The application period will close on 09/09/26, unless sufficient qualified candidates are identified sooner.

All candidates must have the legal right to work in New Zealand or be able to obtain a valid visa. Only shortlisted candidates will be contacted.

Who We Are

Nestled among Queenstown’s stunning alpine scenery, Pinewood Lodge combines comfort and convenience in a relaxed, village-style setting. Spread across three acres of landscaped grounds, with sweeping views of The Remarkables, the property offers 130 rooms, ranging from private studios and self-contained apartments to shared lodges. Guests enjoy practical amenities including communal kitchens, BBQ areas, bike storage, and on-site parking, making it an ideal choice for families, groups, and solo travellers. Perfectly located just minutes from the town centre, Pinewood Lodge provides the ultimate base for exploring Queenstown’s adventure activities and natural wonders.

Our business is all about people, and that includes you. At Delaware North, you’re not just part of a team — you’re part of a global legacy: a family-owned company with 100+ years of history behind it. Our operations span the world, offering you unique paths to growth and success.

Who says you can’t love where you work? With jobs in iconic sports arenas, stunning national parks, exciting casinos, and more, we pride ourselves on giving the world great times in great places. And whether you’re interested in restaurants, hotels, sports, gaming, operations, or retail, part-time or full-time, we’re invested in helping you achieve your career goals.

Together, we’re shaping the future of hospitality — come grow with us!

At Delaware North Australia & New Zealand, we are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We welcome applications from all backgrounds, orientations, and experiences. Be part of a team that celebrates diversity and thrives on collaboration.