Front Office Team Leader

Pullman Rotorua is a stunning 5-star hotel offering 130 spacious rooms, each designed with earthy tones, wood accents, and large picture windows showcasing Rotorua’s breath-taking lake views and scenery

Nestled in the center of Rotorua, Pullman Rotorua offers easy access to Rotorua’s natural and cultural wonders. Offering on site dining at Barrel & Co Bar and Grill Restaurant, and a prime location just 15 minutes from the airport and steps away from Eat Street, this hotel is the perfect base to explore New Zealand’s geothermal capital.

Are you a natural leader with a passion for creating unforgettable guest experiences? The Pullman Rotorua is seeking an enthusiastic and dedicated Front Office Team Leader to join our vibrant team!

The Front Office Team Leader is responsible for supporting the daily operations of the Front Office, ensuring exceptional guest experiences, and providing leadership, guidance, and training to the Front Office team. The role acts as the shift leader in the absence of the Duty Manager and plays a key role in maintaining service standards, accuracy of financial processes, and smooth coordination across departments.

Key Responsibilities

Guest Experience & Service Standards

• Ensure all guests receive a warm, professional, and efficient welcome, stay, and farewell experience.
• Resolve guest complaints promptly, professionally, and in line with hotel policy.
• Support the Accor and Pullman brand standards across all guest touchpoints.
• Monitor lobby presence and ensure FO team members are engaging proactively with guests.

Operational Leadership

• Lead Front Office operations during assigned shifts, ensuring seamless coordination with Housekeeping, Reservations, Sales, and F&B.
• Assist with daily arrival and departure checks, VIP preparations, room allocations, and group handling.
• Manage cash handling, banking procedures, refunds, and end-of-shift financial accuracy.
• Complete and review reports such as shift checklists, room discrepancy reports, and upsell tracking.

Team Support & Training

• Provide guidance, coaching, and on-the-job training to GSAs.
• Support the on boarding of new team members and ensure training plans are followed.
• Assist the Front Office Manager with performance reviews and continuous improvement initiatives.
• Promote a positive work culture through teamwork, communication, and professional conduct.

Duty Manager Support

• Act as the hotel’s point of contact when a Duty Manager is not on shift.
• Assist in managing emergency procedures, incidents, and after-hours guest needs.
• Help maintain safety, security, and compliance in accordance with hotel policies.

Administration & Compliance

• Ensure accuracy of reservations, billing, and guest profiles.
• Support inventory management of keys, equipment, signage, and stationary.
• Maintain adherence to Health & Safety, Liquor Licensing, and Privacy requirements.
• Assist with rostering and payroll information when required.