Head Porter – Hotel Operations Lead

About the role

As Head Porter at Novotel Queenstown Lakeside, you will lead the Porter team to deliver a warm, professional welcome for every guest. This hands‑on leadership position works closely with Front Office management to ensure smooth valet, luggage, transportation and concierge services.

Key responsibilities

• Lead, coach and support the Porter team to achieve exceptional guest service.
• Oversee valet parking, luggage handling, guest transportation and concierge operations.
• Manage rosters, training schedules and daily porter activities.
• Ensure activity sales procedures are followed, reconcile sales each shift, and drive activity sales through guest engagement.
• Assist guests with enquiries, local recommendations and activity bookings.
• Collaborate with Front Office and other departments for seamless operations.
• Support reception duties as needed and uphold Accor standards and health‑safety requirements.

Required profile

• Previous supervisory or leadership experience in a hotel Porter, Concierge or Front Office environment.
• Passion for creating exceptional guest experiences.
• Strong leadership, communication and organisational abilities.
• Ability to stay calm under pressure in a busy operation.
• Valid full driver’s licence (manual and automatic).
• Flexibility to work a rotating roster, including weekends and public holidays.

Required skills

• Experience with hotel property management systems, preferably Opera PMS.

What we offer

• Staff meals during shifts and daily laundered uniforms.
• Staff accommodation options.
• Access to Accor Academy for learning and development.
• Flexible work arrangements to support work‑life balance.
• Accor Heartist benefits, including discounted food & beverage and worldwide accommodation.
• Refer‑a‑friend bonus, parental leave scheme and employee assistance program.