Assistant Manager

Free your full potential. When you enter our hotel, a world of opportunity is open to you. Whatever your career aspirations, however you wish to evolve your role, you can pursue your passion here. Every day you can learn something different, with training and support from the experienced people around you. And when you are ready for a new career adventure, our global hotel group is full of possibilities.

An incredible leadership opportunity has arisen at our five star luxury property in the heart of Queenstown. By joining Sofitel Queenstown Hotel & Spa as Assistant Manager you will:

• Ensure each and every guest receives a personalised, luxury experience during their time with Sofitel
• Assist in the management of the hotel Front Office operation, maintaining Sofitel’s reputation as market leader for individualised customer focused service.
• Effectively supervise guest arrivals and departures, ensuring that room allocations and check in/out processes follow set procedures and are customer focused.
• Train, coach and support Front Office team members.
• Utilise the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information to guests and to your team.
• Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.
• Carry out Front Office and hotel reception duties as well as from time to time assisting in the operation of an effective night audit, Housekeeping and Food and Beverage duties as required.

• Previous experience at five star luxury property of more than 80 rooms
• Proficiency in Opera required
• Passion for high end hospitality with an eye for detail
• Ability to build warm relationships and gain trust at all levels
• Current LCQ and General Managers Certificate preferred
• Current First Aid Certificate preferred
• Immaculate grooming and personal presentation
• Articulate communication skills and an understanding of luxury guest expectations
• Full Driver’s License preferred

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.

• We offer competitive pay plus benefits including daily staff meals and dry-cleaned uniform and laundry allowance, anniversary stays with F&B credit to enjoy.
• Build your career with the New Zealand Hotel of the Year 2024.
• Receive unparalleled training, development and support from Accor leadership training programmes.
• Discounted Hotel stays, food and beverage rates and Spa treatments, worldwide - for yourself and for friends and family, across our entire network.
• Be part of a well-established hotel with a strong reputation for providing exceptional service.
• Ongoing reward and recognition incentives and awards.
• Opportunities for further development and worldwide career progression within Accor.
• Refer a friend incentive
• Supportive and friendly working environment.
• Free gym access plus ski hire during the winter.
• EAP, well-being and mental health supports available. 
• Take part in social activities and community involvement initiatives through the year

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Detailed duties

• Assist in the management of the hotel Front-Office operation to achieve a reputation as a market leader in individualised customer focused service in the hotel locality. 
• Assist in the running of and actively participate in weekly Front Office meetings respecting the confidentiality of issues, which may be discussed formally or informally.
• Assist Front Office Manager with department planning tasks, including but not limited to, ordering, rostering, team member training and performance reviews
• Determining work requirements and allocating duties to Commercial Housekeepers, Luggage Porters and Doorpersons
• Conferring with managers to coordinate activities with other organizational units
• Maintaining attendance records and rosters
• Explaining and enforcing safety regulations
• Overseeing the work of the unit and suggesting improvements and changes
• Conferring with workers to resolve grievances
• May perform Front Office and hotel reception duties
• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/ check out processes follow set procedures and are customer focused.
• Full utilization of the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.
• Assist in the management of lobby services including car parking and portering, ensuring guest arrivals and departures are as efficient as possible.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Liaison with Management to coordinate activities involving other departments.
• Assist in the operation of an effective night audit function.  Accuracy of this daily function being paramount while maintaining customer focus.
• Assist in the preparation of Front Office monthly reports, commenting on key performance indicators.
• Ensure public areas are clean and well presented with regular monitoring.
• Effective liaison with the Reservations office to ensure accuracy in room allocation and maximizing of yield. 
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson
• Ensure work requirements are maintained at all times for the Front Office team. Authorize all departmental rosters and changes as required.
• Ensure department policies and procedures are understood by all employees and demonstrated in tasks performed.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
• Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.
• Be proficient in the use of all front and back office equipment.  Ensure preventative maintenance programs are in place. 
• Implement training programs for all employees, conduct induction and skills training.
• Carry out reception, concierge, housekeeping and food and beverage duties as required.
• Strive to implement the Accor Vision and demonstrate active use of Accor Values.
• Responsible for the service of alcohol in some shifts and as required by operations.
• Any other reasonable request as required by Hotel Management.