Front Office Manager

About Pullman Auckland

Pullman Auckland offers a unique hospitality experience, combining innovative work and event spaces with a lively social setting for business travelers, leisure guests, and locals. Their service pledge, 'Progress Together, Anytime, Anywhere,' drives a culture of support, meaningful connections, and impact. Joining the team means becoming a Heartist®, a passionate hospitality professional.

Role Overview

The Front Office Manager will lead the Front Office department, including Guest Services, Night Operations, and Concierge, ensuring optimal guest satisfaction and operational efficiency. Reporting to the Director of Operations, you will cultivate a high-performing team aligned with Pullman's service values, oversee daily operations, and meet financial objectives.

Key Responsibilities

• Lead and mentor the Front Office team to consistently deliver exceptional guest experiences.
• Enhance guest satisfaction and loyalty at all Front Office interaction points.
• Manage daily arrivals, departures, VIP services, and guest recovery efforts.
• Oversee labor costs, budgets, forecasting, and operational metrics to ensure efficiency.
• Support team members' professional development and career progression.
• Coordinate with other hotel departments to provide seamless service delivery.
• Ensure compliance with policies, brand standards, and health and safety regulations.
• Maintain a visible and supportive presence in the lobby, especially during critical service times.

Required Qualifications and Experience

• Experience as a Front Office Manager or similar leadership role, preferably within Accor.
• At least one year in a Head of Department position.
• Background working in a 5-star hotel environment.
• Proficient with Opera PMS, Microsoft Outlook, Microsoft Office, and front office procedures.
• Track record of leading, coaching, and developing teams to achieve exceptional customer service.
• Experience in managing departmental budgets, labor costs, forecasting, and performance goals.
• Excellent communication, relationship-building, and problem-solving abilities.
• Ability to stay calm, professional, and solution-focused in a dynamic setting.
• A strong passion for hospitality and delivering memorable guest experiences.
• Capability to motivate and empower team members to reach their full potential.
• Availability to work on a 7-day roster schedule.
• Possession of a full New Zealand Drivers Licence is preferred.

Additional Information

• Commitment to a progressive, inclusive, and optimistic culture reflecting the brand's character.
• Access to Accor Academy for learning and development, including earning opportunities.
• Exclusive Accor Heartist benefits such as discounts on food, beverage, and accommodations worldwide.
• Daily staff meals during duty hours.
• Participation in Accor's Parental Leave Scheme.
• Recognition and reward programs for outstanding performance.
• Opportunities for career progression internationally within the Accor network.