Front of House Duty Managers x 2 roles - Holiday Inn Queenstown Frankton Road

Front of House Duty Manager (x2 Roles) — Holiday Inn Queenstown Frankton Road

USAR QUEENSTOWN LTD (A franchised property of IHG Hotels & Resorts, managed by Sarin Hotels Group)

Location: Frankton, Queenstown, Otago

Pay Rate: $29.00 – $31.95 per hour (depending on qualifications, skills and experience)

Employment Type: Full-Time, Permanent

Minimum Hours: 30 hours per week (rostered shifts across all 7 days including weekends and public holidays)

About the Hotel

Holiday Inn Queenstown Frankton Road is a premium international hotel operating under the globally recognised Holiday Inn brand. The hotel delivers high-quality guest experiences supported by strong operational standards across Front Office, Food & Beverage, Housekeeping, and Events. We are currently seeking two experienced Front of House Duty Managers to lead shift operations and ensure an exceptional experience for every guest.

About the Role

As a Front of House Duty Manager, you will take full operational responsibility for hotel shift operations across Front Office, Reservations, Food & Beverage, Events, and Concierge and Porter services. This is a hands-on management role that requires sound operational judgment, a genuine guest-first mindset, and the ability to direct and coordinate all hotel departments during your shift.

You will be the senior point of contact for both guests and staff during your shift — driving service standards, resolving issues in real time, managing staff performance, and ensuring the hotel operates efficiently and commercially at all times. The role carries genuine management responsibility across multiple departments and is not limited to front desk duties.

Key Responsibilities

Shift Management & Multi-Department Coordination

• Take full managerial responsibility for hotel operations during your shift, overseeing Front Office, Food & Beverage, Housekeeping, Events, Concierge, and Porter services
• Set and communicate shift objectives, work assignments, and operational priorities across all departments
• Monitor and manage staff performance, attendance, and conduct during shifts, addressing issues in compliance with company policies and procedures
• Maintain effective communication and working relationships across all hotel departments
• Provide operational support to Food & Beverage, Housekeeping, Events, and other departments during peak periods
• Implement and monitor compliance with hotel policies, procedures, brand standards, and health and safety requirements

Guest Experience & Front Office Operations

• Meet, greet, check in and check out guests, ensuring a professional and welcoming experience at every touchpoint
• Manage all reservations, cancellations, and no-shows in accordance with company policy
• Cross-check next-day arrivals against the reservations system, resolve duplications or omissions, and prepare guest registration cards and key cards
• Verify guest registration cards for accuracy and ensure all required information is captured and entered into the property management system
• Process payments accurately including room charges, debit and credit card, cash, and cheques in accordance with established procedures
• Manage wake-up call requests, answer phones, and handle overnight guest queries
• Provide concierge services and fulfil special guest requests
• Devise and implement measures to consistently exceed guest expectations

Reservations, Night Audit & Systems

• Run night audit processes using hotel property management systems or manual equivalents as required
• Maintain accurate records within hotel systems including Hotel Key, Delphi, Concerto, or Merlin applications
• Cross-check bookings, update reservation records, and ensure data integrity across systems

Staff Leadership & Development

• Supervise, direct, and develop Front Office, Food & Beverage, Porter, and support staff during your shift
• Monitor team presentation, standards, and performance with an emphasis on coaching and continuous improvement
• Ensure all team members have current knowledge of hotel operations, local area information, and applicable policies and procedures
• Manage staff performance matters in compliance with company policies and procedures

Health, Safety & Licensing Compliance

• Ensure all shift operations comply with health, safety, and sanitation requirements
• Report incidents and hazards in accordance with company procedures
• Hold or be eligible to obtain a current Manager's Certificate under the Sale and Supply of Alcohol Act 2012

Skills & Experience Required

To be considered for this role, you must demonstrate:

• Minimum 2 years of experience in a Front Office, Duty Manager, or hotel operations management role within a 4-star or international hotel property
• Demonstrated experience managing and directing operational teams across multiple hotel departments
• Holds a current Manager's Certificate or is eligible to obtain one
• Strong knowledge of hotel property management systems; experience with Hotel Key, Delphi, Concerto, or Merlin is advantageous
• Excellent guest service and complaint resolution skills
• Strong organisational, time management, and problem-solving abilities
• Effective leadership and communication skills
• High attention to detail and commitment to maintaining brand standards
• Availability to work a fully rotating 7-day roster including mornings, afternoons, nights, weekends, and public holidays

Work Conditons

This role involves rotating shift work across all seven days including morning, afternoon, and overnight shifts. Duty Managers are expected to be active and present across all operational areas during their shift, not desk-bound.

Benefits

• Competitive hourly payrate range depending on qualifications, skills and experience
• Accommodation and F&B discounts across Sarin Hotels Group properties in New Zealand, plus worldwide benefits through the IHG Hotels & Resorts network
• Work uniforms provided
• Career development and advancement opportunities within Sarin Hotels Group

Eligibiity

Applicants must hold legal entitlement to work in New Zealand, or be eligible to apply for an Accredited Employer Work Visa (AEWV).

How to Apply

Please submit your CV outlining relevant hospitality experience and a brief cover letter explaining your suitability for the role.