Front Office Manager

About The Role

We are seeking a Front Office Manager to lead and oversee our Front Office team, ensuring outstanding customer service delivery. This pivotal position requires a keen observer with critical thinking abilities and excellent communication and interpersonal skills to handle challenges efficiently.

The role involves managing Front Office operations, guest satisfaction, and the department's financial performance by controlling expenses and maximizing room revenue. The successful candidate will maintain strong relationships with internal teams and guests while alerting the Operations Manager to potential operational challenges and collaborating on effective solutions.

This is a full-time, permanent position based at Novotel Christchurch Airport.

Key Responsibilities

• Direct Front Office operations, including cost-effective staff rostering
• Assess guest satisfaction and track trends to drive continuous improvements
• Manage departmental budgets with effective stock management and cost controls
• Establish department targets, work schedules, budgets, and enforce policies and procedures
• Support the Front Desk during peak check-in/out periods to provide excellent guest service
• Implement Emergency Evacuation Procedures and ensure team training for emergencies
• Maintain comprehensive knowledge of hotel facilities and guest services
• Ensure special care is given to repeat and VIP guests
• Fulfill additional requests from Hotel Management as required
• Monitor Front Office team’s standards, appearance, and performance, emphasizing training and teamwork
• Ensure staff are knowledgeable about all room categories and amenities
• Optimize staffing levels to meet business needs
• Recruit, train, manage, and develop Front Office personnel
• Comply with New Zealand regulations including Sale and Supply of Alcohol Act 2012, Smoke Free Environments Act 1990, and Gambling Act 2003
• Ensure staff understand their obligations under these legislations to protect the company’s liquor license
• Oversee service quality to deliver a superior Novotel guest experience aligned with Accor quality standards and work culture values
• Address staff shortages in the department, including working extended hours during busy periods
• Collaborate regularly with Maintenance to promptly address guest-related requests
• Promote open communication throughout the hotel
• Control costs proactively by understanding business forecasts and profit targets while maintaining quality
• Build strong connections with guests following Accor principles
• Encourage guest loyalty through fulfillment of the hotel’s loyalty programme commitments
• Continuously review and respond to guest feedback via the Accor portal

Candidate Profile

• NZQF Diploma or a minimum of three years relevant experience aligned with ANZSCO Skill Level 2
• Preferable experience in Front Office management
• Strong customer service proficiency and problem-solving capabilities
• Excellent communication and interpersonal skills
• Availability to work during peak hours, including weekends and holidays
• Effective delegation and resource optimization skills
• Solid understanding of Front Office operations
• Experience in stock ordering, roster creation, and payroll processing
• Demonstrated leadership abilities within a team environment
• Involvement in staff training and development to meet hotel standards
• Highly organized with strong time management and problem-solving skills
• Relevant qualification in Hotel, Hospitality, or Event Management is advantageous
• At least three years’ senior-level experience in Reservation Management and as a Duty Manager or higher within Front Office operations

Benefits

• Exclusive discounts at affiliated hotels, restaurants, and spas
• Special rates for staff, family, and friends at partner hotels
• Provided meals during duty and uniform
• Reward and recognition initiatives
• Service and anniversary gifts
• Wellbeing programs including health insurance discounts

Company Overview

Novotel Christchurch Airport is part of the Accor Hotels network operated by Hind Management Group, which manages acclaimed hotels, restaurants, bars, and spas across New Zealand. Guided by Manaakitanga, the company is committed to exceptional hospitality, sustainability, and a supportive work environment.

We value diversity and inclusion, celebrating a culture where everyone is respected and empowered. Assistance is available for candidates requiring support with the application process.

Core values include caring for people, teamwork, integrity, and valuing every individual.