Duty Manager

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As part of our Front Office leadership team, you’ll play an important role in the smooth and efficient operation of the hotel. You’ll support the Front Office Manager with the day-to-day management of the department, while taking responsibility for the hotel during your assigned shifts. You’ll lead and support the Front Office team, deliver exceptional guest service, manage operational matters and ensure our standards, procedures and Accor values are consistently upheld.

Key responsibilities include:

• Assist the Front Office Manager with the daily management and operation of the Front Office department.
• Take responsibility for the hotel and Front Office operation during your assigned shift.
• Supervise, support, coach and guide Front Office team members, ensuring company policies, procedures and service standards are followed.
• Work operationally at the Front Desk when required, including supporting check-ins, check-outs and other Front Office duties.
• Provide friendly, knowledgeable and professional service, responding to guest enquiries and providing accurate hotel information.
• Manage guest complaints, feedback and operational issues, escalating significant matters to the Front Office Manager or General Manager when required.
• Make appropriate operational and safety decisions when senior management is unavailable, while ensuring guest and team safety and emergency procedures are followed.
• Work closely with Housekeeping and other hotel departments to ensure smooth operations and effective communication.
• Ensure key operational information is communicated clearly and provide detailed handovers to the following shift.
• Ensure daily hotel revenue is correctly accounted for and balanced, and complete and review operational and financial reports.
• Monitor occupancy, arrivals and business levels to support effective daily operations.
• https://careers.accor.com/global/en/job/duty-manager-assistant-manager-in-mercure-queenstown-resort-queenstown-new-zealand-jid-107458