Company Profile:
Nestled in the heart of Queenstown, our boutique hotel is renowned for its warm hospitality, attention to detail, and commitment to delivering exceptional guest experiences. We offer a professional
and collaborative environment where team members play a vital role in maintaining operational excellence and guest satisfaction.
Job
Purpose:
The Duty Manager is responsible for overseeing the property in the absence of senior management, ensuring the seamless operation of all guest services and hotel operations. This role combines leadership, operational oversight, and front-line guest service, including supervision of front desk staff and department supervisors.
Position
Overview:
As Duty Manager, you will be the on-site leader during your shift in the absence of senior management, ensuring all departments operate smoothly and guests receive exceptional service. You will oversee front desk operations, provide guidance to supervisors, respond to guest concerns, and make operational decisions as required. This role requires strong leadership, excellent problem-solving skills, and a proactive approach to maintaining high standards.
Key Responsibilities:
Operational Leadership
- Assume responsibility for the hotel’s operations in the absence of senior management.
- Ensure smooth coordination between all departments, including front desk, housekeeping, maintenance, and guest services. Monitor and manage daily operational workflows, addressing issues proactively.
- Make decisions regarding staffing, guest concerns, and operational challenges during shifts.
Team Leadership and Supervision
- Supervise and support front desk staff and departmental supervisors.
- Provide coaching, guidance, and feedback to staff to maintain high performance and service standards.
- Conduct shift briefings and debriefings to ensure alignment across teams.
- Ensure staff adherence to company policies, procedures, and health & safety requirements.
Guest Service Oversight
- Oversee front desk operations, ensuring a high standard of guest service.
- Respond to escalated guest complaints or concerns, resolving issues promptly and professionally.
- Ensure check-in and check-out processes are efficient and accurate.
- Support portering, valet, and guest transport services as needed to maintain exceptional guest experiences.
Operational Support
- Assist with logistical and operational tasks across departments, including transport, supply runs, and coordination with maintenance and housekeeping.
- Flexibly respond to changing schedules or urgent operational requirements.
- Maintain accurate records, reports, and communication with senior management.
Health & Safety
- Maintain awareness of guest and staff safety, ensuring compliance with health and safety standards.
- Act responsibly in emergencies or accidents, providing leadership to staff and guests.
- Ensure all driving, portering, and operational activities comply with safety regulations.
Required Skills & Experience:
- Previous experience in hotel operations or management.
- Proven leadership and supervisory experience.
- Strong customer service and interpersonal skills.
- Ability to make decisions under pressure and resolve conflicts effectively.
- Full, clean New Zealand driver’s licence (Class 1 minimum).
- Familiarity with Queenstown roads and local destinations preferred.
- Physically capable of assisting with portering and operational tasks when required.
Key Attributes:
- Calm, professional, and decisive under pressure.
- Strong organizational and problem-solving skills.
- Friendly and approachable with excellent communication skills.
- Safety-conscious with a focus on guest comfort and staff well-being.
- Ability to work independently and lead a diverse team.
Work Schedule & Conditions:
- Rostered shifts, including weekends and public holidays.
- Role includes physical activity, such as lifting, walking, and operational support tasks.
- Uniform provided; high grooming and presentation standards expected.
