FOM

Is making every moment matter your true passion? Join us At Radisson Hotel Group, where delivering memorable moments is not just a skill but a heartfelt commitment. Ready to turn every check-in and check-out into an unforgettable experience?

We are currently seeking an Front Office Manager to join our vibrant team. At Radisson Hotel Group, we are in search of individuals who go beyond the resume – those with character, skills, talents, and a passion for creating memorable experiences.

As the Front Office Manager, you bring an unmatched level of dedication, a focus on delivering exceptional service, and a genuine passion for creating positive guest experiences to our dynamic Front Office Team.

Our Front Office Managers love the hustle and bustle of life! It’s not just about check-in and check-out. It’s about everything in-between.

INDICATORS OF SUCCESS

• Achieves or exceeds guest satisfaction scores related to rooms, cleanliness, and service
• Maintains high room occupancy and ADR in alignment with revenue and yield strategies
• Delivers consistently high room and public area cleanliness standards in line with brand expectations
• Ensures smooth, efficient front office and housekeeping operations with minimal guest complaints
• Ensures compliance with health, safety, and brand standards audits
• Builds effective cross-departmental collaboration, especially with Maintenance, Revenue, and Sales
• Effectively manages VIP arrivals, special requests, and service recovery situations
• Drives upselling performance through front desk and reservations teams
• Responds proactively to guest feedback and operational challenges to drive continuous improvement
• Efficiently contribute towards achieving GRI and GSS goals

AREAS OF RESPONSIBILITY

1. Front Office Operations

• Supervise daily front desk functions including check-in, check-out, room assignment, billing, and guest inquiries.
• Ensure smooth coordination between Front Office, Housekeeping, and other hotel departments.
• Maintain accurate room inventory, monitor overbooking, and manage upselling initiatives.
• Oversee cash handling, payment processes, and ensure compliance with financial procedures.

2. Guest Experience & Service Quality

• Handle guest complaints professionally, ensuring timely resolution and service recovery.
• Assist in managing VIP arrivals, special requests, and guest preferences.
• Ensure front office staff follow brand service standards and deliver exceptional guest interactions.

3. Team Leadership & Training

• Supervise, coach, and mentor front desk staff, bell staff, and concierge (where applicable).
• Conduct performance evaluations and participate in recruitment and onboarding of new associates.
• Implement training programs to improve service delivery, upselling, and communication.

4. Operational Administration

• Assist in preparing daily, weekly, and monthly operational reports for management.
• Support scheduling, payroll preparation, and ensuring adequate shift coverage.
• Monitor performance metrics and identify process improvements.
• Ensure compliance with hotel policies, safety protocols, and brand standards.

5. Manager on Duty (MOD) Duties

• Handle emergencies, guest escalations, and operational decisions when senior managers are absent.
• Conduct walk-throughs, ensure property readiness, and monitor public area appearance.
• Represent hotel management and maintain a visible presence during peak periods.

• Relevant Academic Qualification in hospitality
• 5+ years relevant experience in Front Office and Night Audit
• Proficient with Opera Cloud and Oracle applications
• Very good command of written and spoken English
• Strong problem-solving capabilities with the ability to adapt to changing environments
• Excellent leadership skills with a hands-on approach and lead-by-example work style
• Commitment to exceptional guest service with a passion for the hospitality industry
• Ability to find creative solutions, offering advice and recommendations
• Personal integrity, with the ability to work in an environment that demands excellence, time and energy
• Excellent ability to work collaboratively across functions
• Skilled with Microsoft Office software
• An open, positive and communicative personality
• Ability to handle multiple challenging priorities and assignments

Note: No sponsorship provided for this position. Only applicants holding a valid New Zealand work visa, Residency or Citizenship will be progressing to the shortlist.

https://radissoncareers.com/job/front-office-manager-in-auckland-new-zealand-jid-34286