Duty Manager / Assistant Manager

About

As part of the Front Office leadership team, the role supports the Front Office Manager in daily department management and takes responsibility for hotel operations during assigned shifts. It leads the Front Office team, manages guest and operational matters, and maintains Accor standards, procedures and values. The role is guaranteed 40 hours per week and requires at least three years of relevant hotel industry experience. Terms of service: Permanent. Reference: REF125879D. Duty station: Mövenpick Queenstown, Queenstown, New Zealand.

How to apply

Apply online through the official advert page on Accor Careers.

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Responsibilities

• Assist the Front Office Manager with the daily management and operation of the Front Office department.
• Take responsibility for the hotel and Front Office operation during your assigned shift.
• Supervise, support, coach and guide Front Office team members, ensuring company policies, procedures and service standards are followed.
• Work operationally at the Front Desk when required, including supporting check-ins, check-outs and other Front Office duties.
• Provide friendly, knowledgeable and professional service, responding to guest enquiries and providing accurate hotel information.
• Manage guest complaints, feedback and operational issues, escalating significant matters to the Front Office Manager or General Manager when required.
• Make appropriate operational and safety decisions when senior management is unavailable, while ensuring guest and team safety and emergency procedures are followed.
• Work closely with Housekeeping and other hotel departments to ensure smooth operations and effective communication.
• Ensure key operational information is communicated clearly and provide detailed handovers to the following shift.
• Ensure daily hotel revenue is correctly accounted for and balanced, and complete and review operational and financial reports.
• Monitor occupancy, arrivals and business levels to support effective daily operations.
• Assist with team rostering, recruitment, training, coaching and performance development.
• Support team productivity, communication and morale through effective leadership and guidance.
• Ensure Front Office equipment is operating correctly and report any faults or maintenance requirements.
• Maintain the confidentiality and security of guest, hotel and employee information.

Qualifications

• Minimum of 3 years' relevant experience within the hotel industry, with strong experience in Front Office operations and procedures.
• Previous experience using Opera PMS.
• Diploma in Hospitality Management or Business Administration preferred but not necessary.
• Current Manager’s Certificate required; General Manager Certificate is an advantage.
• Strong working knowledge of Microsoft Outlook and Microsoft Office.
• Previous experience supervising, coaching and developing team members.
• Ability to work independently when senior management is unavailable and confidently make decisions regarding guest and team safety and wellbeing.
• Strong guest service, complaint handling and conflict-resolution skills, with a calm and professional approach when managing challenging situations.
• Understanding of daily revenue balancing and financial procedures, with the ability to interpret operational reports and review daily occupancy.
• Excellent communication and relationship-building skills, with the ability to build positive relationships with guests, team members and other departments.
• Strong time-management, organisational and decision-making skills, with excellent attention to detail and sound commercial awareness.
• Genuine passion for hospitality, hotel operations and delivering an excellent guest experience.
• Strong personal integrity and the ability to maintain confidentiality.
• Ability to adapt positively to operational changes and work effectively in a fast-paced hotel environment.
• Flexibility to work across a seven-day operation, including weekends and public holidays.