Hourly Wage: $33 - $37.50 per hour
Employment Status: Full-time (40 hours per week)
Employment Type: Permanent
Places of Work: Otago
TFE hotels is one of New Zealand’s leading hospitality establishments. We trade as A by Adina, Adina Hotels, Vibe Hotels, Quincy, Travelodge Hotels, Rendezvous and Collection by TFE Hotels.
We are currently recruiting for Front Office Managers to work in Queenstown, Otago.
Purpose
As our Front Office Manager, you’re the first port of call for any guest query. You will help oversee and lead the Front Office Team. You will champion exceptional customer service, proactive upskilling and coaching your team to create consistent exceptional guest experiences. No two days are the same but your engagement and communication with all the interconnecting departments will ensure you remain ahead of the curve in terms of where you and your team need to focus.
Primary Responsibilities
Every day will be different; however, your core responsibilities will be to:

• You oversee the daily operations of the front desk, ensuring smooth running and exemplary guest service with every encounter. No one walks in the door without being greeted with a smile and warm welcome on your watch.
• With a hands-on style, you lead by example – jumping in to complete check-ins, engage in meaningful guest interactions, answer calls, give directions and/or recommendations.
• You always have your finger on the pulse when it comes to availability of rooms, room types and rate categories.
• You personally inspect VIP rooms, meet and greet VIP guests and ensure any procedure in place to manage their experience is effective
• You work with the other Heads of Department to ensure your team knows what’s happening in the hotel from knowing the bride and grooms’ favourite food to assisting Food and Beverage with upsells for breakfast and dinner to meet overall hotel targets.
• You will be a local expert knowing all the hidden gems, events and places assisting staff to put together itineraries and recommendation for guest. Maintaining local relationships ensuring your guests are the first to know of anything unique.
• You’re the go-to when it comes to service recovery – there’s not a single dissatisfied guest you can’t turn around, always with a smile and an appropriate outcome.
• You check TripAdvisor and all guests feedback forums for all departments on a daily basis, ensuring responses to comments are professional and personalised. Putting together action plans to enhance the guest experience
• You’re constantly reviewing front office procedures, policies and standards, looking at ways to maximise efficiency, productivity and seeking every opportunity for the team.
• You’re in control of front office operating expenses, wages and cost of sales, always within budget.
• You build team rosters and approve timesheets, ensuring effective coverage whilst maintaining cost effectiveness – all by Payroll deadline and according to the statutory guidelines.
• You innovate whether it be how to better engage your team, revenue opportunities or stay ahead in leading exemplary guest service.
• This isn’t an exhaustive list and your Manager may have other reasonable tasks, projects or instructions on occasion.

Skills, Experience and requirements

• You will have:
• at least three years of relevant work experience in a comparable role; or
• a combination of a relevant diploma qualification and at least 1 year of relevant work experience in a comparable managerial role
• Shift work will be required and may include early and late shifts, as well as overnight shift coverage as needed to support the Night Manager function, team and operation. Flexibility is a must.
• Weekend and public holiday shifts are required.
• You must have a LCQ and a current Manager's Certificate
• Have or have the ability to obtain a New Zealand drivers licence or equivalent to help manage valet service and have a clean driving record.

Ideally you will also have (these are preferences and not mandatory requirements):

• Exceptional communication skills - Multilingual would be viewed as an advantage, with spoken and written English at a proficient level.
• Immaculately presented – you have exceptional grooming and always wear the appropriate uniform and name badge, with pride! You make sure your team always look the part too.
• Demonstrable expertise in facilitating general front office procedures, night audit processes, and general operational activities.
• Opera Cloud Property Management System experience.
• You will be expected to attend to basic facilities requests, assist with guest luggage, as needed.

Please Note: Only New Zealand citizens or resident visa holders or people with valid work permits for this role should apply. Please provide evidence of your ability to work in New Zealand when applying.