Duty Manager – Front Office (Boutique Hotel)

About the role

The Duty Manager will lead the Front Office team at Sherwood Queenstown Boutique Alpine Hotel, ensuring seamless daily operations and delivering the high‑standard service the hotel is known for. Reporting to the Operations Manager, you will be the primary point of contact for guests during your shift, handling requests, issues, and overall guest experience.

Key responsibilities

• Oversee daily Front Office operations, ensuring appropriate staffing and consistent service standards.
• Manage VIP and group arrivals and departures, preparing welcome experiences.
• Handle the hotel complaint system, resolving guest requests and issues promptly and professionally.
• Maximise average room rate and occupancy through effective yield management and coordination with other departments.
• Maintain accurate duty logs and shift records for reference.
• Lead crisis‑management actions when required, ensuring safety and security.

Required profile

• Strong leadership and communication abilities to guide the Front Office team.
• Proven capability to resolve guest requests and issues efficiently.
• Customer‑focused mindset with a commitment to maintaining exceptional service standards.

Required skills