Duty Manager (Front Office)

About the role

SO/ Auckland, a luxury hotel in the heart of Auckland's CBD with views of the Waitematā Harbour, is hiring a full-time (40 hours per week) Duty Manager (Front Office). As Manager on Duty, you oversee the day-to-day operation of the hotel, ensure exceptional guest experiences, maintain compliance with regulatory requirements, lead operational departments during your shift and respond to emergencies and escalated situations.

Key responsibilities

• Manage day-to-day operations of the Front Office and help the Room Division Manager run a smoothly operating department
• Deliver excellent guest service by coordinating the link between guests, hotel operations and the hotel
• Analyse customer feedback and recommend actions to improve services and offers
• Maintain the guest database by updating Opera Cloud guest profiles and VIP levels
• Ensure the safety and security of guests and staff, and follow strict procedures for credit and cash transactions, accounting, room keys and guest confidentiality
• Flexibility to work weekends and public holidays is required

Required profile

• Minimum of 3 years' relevant experience in a luxury hotel environment in New Zealand and/or internationally, or a Bachelor degree in Hospitality, Hotel, Tourism or Business Management (NZ or recognised international equivalent)
• Current New Zealand Manager's Certificate, or willingness to obtain it after starting
• Current New Zealand First Aid Certificate (Level 1 or higher), or willingness to obtain it
• Full driver's licence

Required skills

• Advanced working knowledge of Opera PMS/Opera Cloud and associated hospitality systems
• Understanding of hotel operations: front office, guest services, reservations, housekeeping coordination, food and beverage and emergency management
• Leadership, coaching and problem-solving in a fast-paced environment

What we offer

• Permanent full-time role with 40 hours guaranteed per week
• Annual salary of $66,560
• Staff meal per shift, dry-cleaning of uniform
• Accommodation and retail discounts across Accor and Ennismore properties, family and friends hotel discounts
• Annual reward of a free night's stay with breakfast and dinner included