Front Office Duty Manager

New Plymouth's leading hotel, The Novotel New Plymouth Taranaki is a 4.5 star hotel offering 85 stylishly appointed modern rooms and apartments. We are proudly owned locally owned and operated Maori business. 

Reporting directly to the Front Office Manager, this role is hands-on and will include mostly PM shifts spread over a 7-day week roster and some AM shifts on weekends for a minimum of 35 hours per week.  As a team player, you will lead by example and have a visible presence at the front desk and in the lobby during key times throughout the shift. We need our ideal candidate to be 'guest-centric' and performance-driven, keeping emphasis on what our guests want, individualising and personalising service to build a real human connection. You will also ensure procedures are followed and assist with continued development and training of the team to high expectations.

This role will suit somebody that is continuously willing to learn and who strives for excellence within the team. Your rapport with guests is excellent and you have a proven record of exceptional guest service skills.

Key Responsibilities:

• Maintaining procedures to ensure a high standard of customer service and customer satisfaction
• Ensure the smooth operation of Front Office and Night Audit Functions
• Roster Planning with the Front Office Manager
• Fielding calls to the hotel and responding accordingly
• Provide effective supervision of guest arrivals and departures, as well as checking guests in and out
• Daily cash management duties
• Handle guest complaints efficiently & effectively
• Able to upsell products and services, as well as increase guest satisfaction
• Completing reservations and all other duties in the absence of the Reservations Duty Manager
• Conducting on-the-job training for new Front Office Team members
• Conducting on-the-job training for current Guest Service and Reservations Agents
• Train and promote Accor Live Limitless program, from recruitment to recognition, to rewards and recognition, accuracy, points accuracy, and assist the Executive team to keep it activated and leverage relationships with the elite in-house guests
• Accurate billing and cash-up procedures
• Ensuring the health and safety of guests and team members
• Work closely with the General Manager, Food and Beverage team, Sales & Marketing team, Kitchen team, Reservations and Housekeeping Team.

Whilst talent and attitude are our primary requirements, you also have:

• Level 7 – Bachelor of Applied Hospitality and Tourism Management or similar
• Minimum 12 months previous Front Office experience on a supervisory level, preferably in a four-star property
• Experience working in housekeeping and food and beverage.
• A passion for delivering genuine and effective guest service/care
• Accuracy and an “eye for detail”
• Excellent communication skills, both written and verbal
• Immaculate personal presentation and grooming standards
• Ability to multi-task
• Ability to lead, train and develop a team
• A positive can-do attitude
• Experience and willingness to manage guest complaints and feedback
• Ability to work autonomously with excellent time management skills
• Strong initiative and ability to think “outside the box”
• Previous Night Audit experience. 
• Well-honed computer skills and experience/knowledge of Opera Version 5 and Opera Cloud. 
• Accor systems knowledge will be an advantage, however, is not essential (including TARS, DataWeb, ResaWeb, Hotel Link)
• The ability to support reservations with the flow and accuracy of all reservations
• Leadership capability
• Must have an LCQ certificate or a current Manager’s Certificate.
• Must have First Aid and Mental Health First Aid training Certificate 
• Must have a full clean New Zealand driver’s license

• Remuneration for this role is between $29.86 - $30.94

The successful person will possess excellent people skills and, think outside the box as well as have the knowledge to deal with difficult situations by thinking quickly on your feet to reach a successful end result.

If you think that you are a perfect fit for this role, please click the APPLY button and submit a recently updated CV and cover letter explaining why you would be the perfect candidate for this role.

We believe in rewarding your achievements with a range of exciting employee benefits and programs. Just to name a few:

• Staff meals while on duty
• Uniform provided & laundered
• Accommodation discounts 
• Work Anniversary Stay or F&B Credit
• Staff celebration & tenure recognition
• Employee Assistance Program
• On-going training, learning and development
• Birthday day off
• Wellness day off
• Partner discounts