Front of House Manager

Pullman Rotorua is a stunning 5-star hotel offering 130 spacious rooms, each designed with earthy tones, wood accents, and large picture windows showcasing Rotorua’s breath-taking lake views and scenery

Nestled in the center of Rotorua, Pullman Rotorua offers easy access to Rotorua's natural and cultural wonders. Offering on site dining at Barrel & Co Bar and Grill Restaurant, and a prime location just 15 minutes from the airport and steps from Eat Street, this hotel is the perfect base to explore New Zealand's geothermal capital.

We are seeking an enthusiastic and dedicated Front of House Manager to lead our team in creating an exceptional employee experience. If you thrive in a fast-paced, guest-centric atmosphere and possess a keen understanding of front of house management, we invite you to bring your expertise to our Hotel.

Key Duties

• Oversee Front Office, restaurant, bar, room service, and conferencing operations, ensuring a seamless and personalised guest experience.
• Actively participate in weekly Head of Department and departmental meetings, maintaining confidentiality.
• Supervise guest arrivals and departures, ensuring smooth and efficient check-in/out and porterage services.
• Ensure strong coordination between Front Office, Housekeeping, and Maintenance for room readiness and public area presentation.
• Oversee daily and monthly reporting for Front Office and F&B KPIs, comment on variances, and implement action plans.
• Lead rostering, forecasting, and staffing across Front Desk, restaurant, and events with a focus on productivity and cost control.
• Ensure standards of cleanliness, maintenance, and presentation across public areas and outlets.
• Act as hotel’s on-the-floor leader across peak periods (breakfast, lunch, check-in/check-out, conference turnover).
• Drive upselling, cross-promotions, and awareness of in-house services through team engagement.
• Liaise with the Conference Sales Team to ensure seamless execution of events and meetings.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson
• Any other duties assigned by your Manager.
• Strive to implement the Accor Asia Pacific Service Vision and demonstrate active use of the Accor Values.

Financial/Asset Responsibilities

• Assist in development of the Annual Business Plan and departmental budgets; monitor against actuals and control expenditure.
• Implement cost control strategies and inventory systems across FO and F&B.
• Maintain and monitor service equipment through regular preventive maintenance.
• Ensure procurement is within budget limits and aligned with PO policy.
• Report and investigate asset damage and loss.
• Secure hotel data and maintain confidentiality.

Customer Responsibilities

• Drive guest satisfaction through active management of service delivery and follow-up on feedback our known sites, and internal tools.
• Attend to guest complaints, special requests, and VIP needs with professionalism and problem-solving.
• Maintain high visibility and availability to guests and team throughout service periods.
• Ensure every team member is engaged in promoting hotel facilities and guest services.
• Champion a guest-focused culture across all operational areas.

Human Resource Responsibilities

• Lead recruitment, induction, and training for FO and F&B teams; promote career development and succession planning.
• Conduct regular performance reviews, manage development plans, and address performance issues in partnership with HR.
• Monitor grooming, uniform, and presentation standards in line with the Hotel Handbook.
• Conduct daily briefings and cross-departmental communications to foster collaboration.
• Align training with Accor service values and delivery expectations.

Health & Safety Responsibilities

• Maintain safe work practices in line with Accor HSE policies across all guest-facing departments.
• Ensure emergency procedures and training are up to date and communicated to all new and existing team members.
• Record and investigate hazards and incidents; implement corrective actions as necessary.
• Ensure all staff have appropriate PPE and are trained in its use.
• Participate in WHS meetings and contribute to the hotel’s annual WHS plan.

• A degree in hospitality management, business administration, or a related field is preferred.
• Prior experience in front-of-house roles, such as guest services, reception, or restaurant management, is essential. 
• Prior supervisory experience to demonstrate leadership capabilities. 
• Experience in the hospitality industry, especially in hotels or restaurants, is highly valuable. 
• The ability to lead, motivate, and manage a team effectively. 
• Strong verbal and written communication skills are crucial for interacting with guests and staff.