Assistant Manager - Front Office

About Sofitel Queenstown

Join Sofitel Queenstown as it prepares for an exciting refurbishment in early 2027. We are looking for a calm and confident leader to help steer the front office and related operations, maintaining Queenstown's premier luxury hotel experience.

Role Overview

As an Assistant Manager, you will aid in overseeing Front Office operations, including Portering and Night Audit functions, ensuring high standards are maintained and the hotel's reputation as a market leader in personalised luxury guest service is upheld.

Key Responsibilities

• Assist in managing all Front Office operations, recommending service and process improvements to enhance customer focus.
• Supervise guest arrivals and departures, managing room allocations and check-in/out procedures with a customer-centric approach.
• Provide training, coaching, and support to Front Office staff, creating and implementing induction and skill development programs.
• Manage the use of the Front Office system, ensuring data accuracy and generating operational reports.
• Communicate new and updated hotel policies, rates, and general information effectively to both guests and team members.
• Ensure property safety and security, including knowledge and leadership in fire and emergency procedures during duty shifts.
• Enforce strict adherence to financial procedures including cash, credit, and cheque transactions, as well as maintaining confidentiality.
• Perform Front Office and reception duties, and occasionally assist with night audit, housekeeping, and food and beverage operations.
• Be responsible for serving alcohol during some shifts as required.
• Contribute actively to Front Office and hotel meetings.
• Plan departmental activities such as ordering, rostering, training, and conducting performance reviews.
• Assign tasks within the team based on workload requirements.
• Oversee lobby services, including car parking and portering, to ensure smooth guest arrivals and departures.
• Coordinate with Maintenance to prioritize and expedite guest-related maintenance requests.
• Liaise with other hotel departments to ensure operational coordination.
• Assist in preparing monthly Front Office performance reports.
• Maintain cleanliness and presentation standards for public areas through regular monitoring.
• Work closely with the Reservations office for accurate room allocation and maximizing occupancy yield.
• Adhere to emergency communication protocols.
• Fulfill any other reasonable requests from Hotel Management.

Qualifications and Skills

• A minimum of six months' experience at a luxury 5-star hotel with more than 80 rooms.
• Proficiency in Opera property management system is essential.
• Strong passion for luxury hospitality with meticulous attention to detail.
• Proven ability to build warm relationships and establish trust at all levels.
• Preferred qualifications include a current LCQ and General Managers Certificate, First Aid Certificate, and a full driver's license.
• Excellent listening, negotiation, verbal, and written communication skills.
• Leadership capabilities to develop, mentor, recruit, and train Front Office team members.
• Professional personal presentation and interpersonal skills.
• Organizational skills with effective time management.
• Aptitude and enthusiasm for ongoing professional development within Sofitel.

Additional Information

• Competitive hourly wage starting at $32.34 per hour with guaranteed minimum 30 hours per week; wages paid weekly.
• Benefits include daily staff meals, dry-cleaned uniform and laundry allowance, anniversary hotel stays with food and beverage credit, and discounts on hotel stays, food, beverage, and spa treatments globally.
• Access to extensive Accor leadership training programs and career development opportunities worldwide.
• Reward and recognition initiatives, refer-a-friend incentives, and a friendly supportive workplace culture.
• Employee assistance programs, wellbeing and mental health support, progressive policies (including 12 weeks paid parental leave), and inclusive policies supporting diversity and belonging.
• Opportunity for sponsorship for suitable candidates.
• Participation in social and community activities throughout the year.
• We are committed to diversity and inclusion; reasonable adjustments are made during recruitment as needed.