Duty Manager (Front Office)

About the role

SO/ Auckland, a luxury hotel in the Auckland 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 escalations. The role is permanent.

Key responsibilities

• Manage day-to-day operations of the Front Office and help the Room Division Manager run a smooth 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
• Follow strict security procedures for credit and cash transactions, accounting, room key issuance 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 on starting)
• Current New Zealand First Aid Certificate (Level 1 or higher) or willingness to obtain it on starting
• Full driver's licence
• Ability to lead, coach and support teams and resolve issues quickly in a fast-paced environment

Required skills

• Strong understanding of hotel operations: front office, guest services, reservations, housekeeping coordination, food and beverage and emergency management
• Advanced working knowledge of Opera PMS / Opera Cloud and associated hospitality systems
• Excellent verbal and written communication

What we offer

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