Duty Manager/Assistant Manager

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• 30 hours per week guaranteed
• $31.95 per hour

Mercure Queenstown Resort is a beautifully appointed 4-star hotel nestled on the hills overlooking stunning Lake Wakatipu and the Remarkables mountain range.

We are seeking an experienced and motivated Duty Manager/Assistant Manager to join our Front Office team. This role is central to ensuring the smooth and efficient operation of the hotel, providing exceptional guest service, and supporting the continued success of our resort.

About the Role

As Duty Manager/Assistant Manager, you will oversee the day-to-day hotel operations, acting on behalf of the General Manager in their absence and assisting the Front Office Manager with leading the Front Office team, including reception, portering, security, parking, and night operations. You will also provide operational support to Housekeeping and Food & Beverage outlets, ensuring seamless collaboration across departments and consistently high service standards.

Outside of office hours, you will assume full responsibility for the hotel, safeguarding guest comfort and safety, upholding brand standards, and ensuring profitability is maximised.

Key Responsibilities

• Lead and manage the Front Office team to deliver personalised, guest-focused service and position the hotel as a market leader in the local area.
• Supervise, train, and support team members to uphold service standards and departmental procedures.
• Monitor and manage hotel operations during shifts, ensuring guest satisfaction, safety, and smooth resolution of any issues.
• Maintain strong knowledge of Opera Cloud, ResaWeb, and other Accor systems, providing troubleshooting support when required.
• Assist with staff rostering, recruitment, training, and performance appraisals in collaboration with the Front Office Manager.
• Ensure accurate daily revenue balancing, reporting, and compliance with financial procedures.
• Support and foster strong communication and teamwork between all hotel departments.
• Actively resolve guest enquiries and complaints in a professional manner, ensuring positive outcomes.
• Lead by example, demonstrating Accor’s values and creating a supportive, engaging workplace culture.

About you

• A minimum of 12 months experience in a hotel supervisory or similar role.
• Strong leadership skills with the ability to motivate and develop a team.
• In-depth knowledge of hotel operations and front office systems (Opera Cloud experience will be highly regarded).
• Excellent problem-solving, organisational, and communication skills.
• A guest-focused approach with a genuine passion for hospitality.
• Ability to lead by example and create a positive, team-oriented work culture.
• Ability to work flexible hours, including evening, weekends and public holidays. 
• A valid LCQ certificate and Duty Manager Certificate (or willingness to obtain).

Benefits of working at Mercure QT Resort

• Free use and access of our gym, saunas, hot tubs and swimming pool.
• Meals provided while on duty.
• Accommodation discounts & Free Anniversary Stay.
• Employee Assistance Program.
• Fantastic career growth opportunities.
• Ability to make a difference through our Corporate Social Responsibility activities.
• Employee benefit card offering discounted rates with Accor worldwide.

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.