Duty Manager - Front Office

Job Description

Sofitel Wellington invites you to elevate your career as a Front Office Duty Manager, where luxury meets impeccable service.

As a Full-time Duty Manager, you play a key role in ensuring the consistency, quality, and excellence of our front office operations. You will support the Front Office Manager, and other Duty Managers while taking ownership on your shifts and leading your team with professionalism and pride.

Primary Responsibilities:

• Managing day to day operations of the Front Office while leading the team and supporting the Front Office Manager to run a operationally smooth department
• Shift Ownership - Taking full responsibility for hotel operations during assigned shifts, including decision making and follow-up
• Team Leadership - Conduct shift briefings, coach and support team members, and ensure appropriate desk coverage
• Maintain accurate Duty Manager logs, incident reports and detailed shift handovers 
• Handle guest enquiries and complaints, oversee arrivals and departures, and ensure smooth handovers between shifts. 
• Delivery of excellent guest service by coordinating the link between hotel and guests and hotel operations
• Analyze customer feedback and make recommendations to leadership team to develop actions and working methods to enhance hotel services and offers
• VIP and ALL Recognition - Ensure VIP guests and ALL loyalty members receive personalized service and applicable benefits
• Identify opportunities for room upgrades and additional revenue by upselling to the guests
• Maintain guest database through updating Opera Cloud guest profile with all necessary information relevant to the guests stay. VIP levels updated in accordance to relevant hotel applications
• Ensure the safety and security of Hotel Guests and employees at the Hotel
• Oversee billing accuracy, cash handing, payment settlements and shift reconciliations
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality
• Due to the nature of the hotel industry, flexibility on working weekends, nights and public holidays is required

This role is Permanent Full-Time (40 hours per week) - Must hold full NZ working rights. 

Qualifications

• Previous Front Office supervisory or Duty Manager experience preferred
• Strong understanding of hotel operations, including front office, guest services, reservations, housekeeping coordination, food and beverage operations, and emergency management procedures.
• Working knowledge of Opera PMS/Opera Cloud and associated hospitality systems.
• Current New Zealand Manager's Certificate (or willingness to obtain upon commencement.)
• Current New Zealand First Aid Certificate (Level 1 or higher) or willingness to obtain upon commencement.
• Current Full Drivers Licence.
• Exceptional verbal and written communication skills, with the ability to effectively engage with guests, team members and contractors.
• Proven ability to lead, coach, and support teams while maintaining luxury service standards and resolving issues in a fast-paced environment.
• Proactive and hands-on approach to leading and supporting a team
• Accountability and the ability to work independently
• Highly organised with strong attention to detail, commercial awareness, problem-solving capability, and a genuine passion for luxury hospitality and guest experience excellence.

Additional Information

Benefits:

• Free staff meal provided during shift
• Family & Friends Hotel Discounts ongoing reward and recognition incentives and awards
• Annual reward of a free night's accommodation at the hotel (did we say there is breakfast and dinner included?)
• Learn Your Way - Support your career development with access to Accor’s training platforms!
• Incredible Accor Heartist Benefits - Including discounted Food & Beverage + Accommodation Worldwide!
• Accor's Refer-a-Friend bonus
• Accor paid parental leave

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.