Front Office Manager

at  Accor Apartments Realty

Peppers Beacon is located a short five-minute walk from the centre of Queenstown, also known as the “Adventure Capital” of New Zealand. With uninterrupted lake front views of Lake Wakitipu and stunning mountain ranges, Peppers Beacon offers a range of accommodation from hotel style rooms to large multi-level apartments and a breakfast room for guests to start their day. During your down time, there is no short of activities to choose. From skiing to bungy jumping, for that adrenaline rush or if vineyards and scenic tours are more your speed, there is something for everyone in the historical mining town of Queenstown.
An exciting opportunity has become available for an exceptional and passionate Front Office leader to step up and join the team at Peppers Beacon as Front Office Manager. This is a full-time challenging role that will provide a clear career path for the right candidate. Peppers Beacon is a strata property that demands sound understanding of strata management and for the right candidate it is an opportunity to really fast track their career within one of the largest global hotel companies - Accor.
This is a very operational hands on and varied position responsible for ensuring the smooth and efficient running of the Front Office department by fostering a team that is well coached, engaged and consistently strives to deliver a superior level of guest service, whilst ensuring the hotels profitability and success - a proven track record of success in this area is important. This position requires shift work, weekends and public holidays. This role will be required to work alongside the Duty Managers and will be working the equivalent pattern of shifts as the Duty Managers, this to ensure the department and hotel has sufficient management coverage at all times.
This is a senior managerial role within Peppers Beacon that reports directly to the General Manager and ideally you will have in-depth strata property experience but must have the ability to assume full responsibility for the smooth running of the Front Office department ensuring key metrics are achieved such as, but not limited to, guest experience, team development, financial performance and compliance objectives and other such objectives applied at any time by the General Manager.
Place of Work: Peppers Beacon, 34 Lake Esplanade, Queenstown, 9300.
Salary: Minimum $66,000 - $70,000 NZD Per annum
Employment Status: Full-time (min 30hrs per week)

SKILLS AND EXPERIENCE:

• Experience in leading and nurturing team members, along with internal department relations, to focus on improving the service experience offered.
• Minimum of 2 years operational experience in Front Office, Reservations and/or Rooms Division/Housekeeping operational departments, in a similar property.
• Advanced level of english competency in both written and oral communications.
• Experience in a strata management apartment complex or similar with multiple ownership, covering trust account end of month reconciliations, synchronisation of trust bank account and financial functions.
• National, or international equivalent, tertiary education of a diploma or higher
• Multilingual would be viewed as a significant advantage, with spoken and written english at intermediate to advanced level.

SHIFT SCHEDULE EXPECTATIONS:

• Shift work typically covers an 8 hour period, excluding any meal breaks. On occasions additional hours maybe required.
• Indicative shift schedules are:
• Early shifts commencing between 6am and 7am
• Mid shifts commencing between 9am and 11am
• Late shifts commencing between 2pm and 3pm
• Overnight shifts occasionally to support the team when required. Overnight shifts commencing between 10pm and 11pm, and conclude between 7am and 8am.
• Weekend and public holiday shifts are required.

Core Position, Key tasks, Duties and Responsibilities (but not limited to):

• Work alongside the Front Office team whilst covering duty manager shifts.
• Control and analyse departmental costs on an ongoing basis to ensure performance against budget.
• Drive the Front Office team to promote and upsell rooms and food & beverage at every opportunity to increase hotel revenue.
• Ability to manage and nurture the relationship with the Housekeeping Department effectively and productively.
• Manage guest complaints and issues and ensure they are resolved promptly in accordance with the hotels’ core values.
• Coach and train staff and managers in all aspects of the role outlined in their job descriptions, particularly with a customer service focus.
• Review and update policies and procedures for the department.
• Drive a positive team culture and foster strong interdepartmental relationships with other departments.
• A clinical eye for detail and good organisational skills.
• Demonstrated ability to work well under pressure and be a positive management representative of the hotel.

• Work alongside the Front Office team whilst covering duty manager shifts.
• Control and analyse departmental costs on an ongoing basis to ensure performance against budget.
• Drive the Front Office team to promote and upsell rooms and food & beverage at every opportunity to increase hotel revenue.
• Ability to manage and nurture the relationship with the Housekeeping Department effectively and productively.
• Manage guest complaints and issues and ensure they are resolved promptly in accordance with the hotels’ core values.
• Coach and train staff and managers in all aspects of the role outlined in their job descriptions, particularly with a customer service focus.
• Review and update policies and procedures for the department.
• Drive a positive team culture and foster strong interdepartmental relationships with other departments.
• A clinical eye for detail and good organisational skills.
• Demonstrated ability to work well under pressure and be a positive management representative of the hotel