Duty Manager – Hotel Operations

About the role

As a Duty Manager at Crowne Plaza Queenstown, you will be the face of the hotel, ensuring every guest enjoys a seamless and memorable stay. You will lead front‑of‑house operations, coordinate with other departments, and uphold the high standards of our 4.5‑star property.

Key responsibilities

• Deliver warm, accurate check‑in and check‑out experiences for all guests.
• Monitor and control the sale and supply of alcohol in accordance with hotel policies.
• Address guest requests and complaints promptly, liaising with maintenance, food & beverage, and housekeeping as needed.
• Analyze guest feedback to drive continuous service improvements.
• Provide leadership through training, rostering, coaching, and recruitment under the Front Office Manager’s guidance.
• Oversee hotel bookings, reservations, and revenue‑maximising activities.
• Manage crisis situations such as earthquakes, fires, or health outbreaks.
• Promote the IHG One Rewards program and strive to meet loyalty metrics.

Required profile

• Willingness to work a rotating 40‑hour roster, including mornings, evenings, nights, weekends and public holidays.
• Relevant hospitality qualifications (LCQ & Managers Certificate preferred) – training can be provided.
• Strong customer‑service orientation and ability to remain calm under pressure.

Required skills

What we offer

• Opportunity to start a global hospitality career with IHG.
• Three free meals per day.
• Paid birthday leave, proactive wellness leave, and access to an Employee Assistance Program.
• PerkBox discounts, IHG room discounts at over 6,000 hotels worldwide, and a uniform provided.