Front Office Duty Manager - DoubleTree By Hilton Wellington

Front Office Duty Manager - DoubleTree By Hilton Wellington DoubleTree by Hilton – Wellington Central, North Island We are seeking an experienced and dynamic Front Office Duty Manager to join the team at DoubleTree By Hilton Wellington, located in Wellington CBD. This is a full-time position that offers a fantastic opportunity to lead and manage front office operations at one of Wellington's premier hospitality establishments. As Duty Manager, you will be at the heart of our guest experience, ensuring exceptional service delivery whilst maintaining operational excellence. This role is crucial to the hotel's success, as you will be responsible for overseeing daily front office activities, leading your team, and upholding the high standards that define the DoubleTree brand. Key responsibilities: Supervise and manage front office staff during assigned shifts, ensuring optimal team performance and service quality Oversee check-in and check-out procedures, resolving any guest issues or complaints with professionalism and efficiency Monitor and maintain front office systems and technology to ensure smooth operational flow Manage room inventory, occupancy levels and rate management in coordination with revenue management Handle guest relations and ensure exceptional customer service standards are consistently met Prepare and maintain accurate reports on daily operations, incidents and staff performance Conduct staff briefings and provide coaching to front office team members Respond to and resolve operational challenges, guest requests and emergency situations in a timely manner Ensure compliance with hotel policies, procedures and security protocols Liaise with other departments including housekeeping, maintenance and management to ensure seamless hotel operations Undertake administrative duties including scheduling, training records and performance management What we're looking for: Proven 2 years minimum relevant experience working in a front office duty management role within a full-service hotel / similar hospitality environment or a relevant qualification at Level 4 and above Strong leadership skills with the ability to motivate and manage a team effectively Excellent customer service and guest relations abilities, with a focus on problem-solving Proficiency with Hilton hotel property management systems (PMS) and front office technology Demonstrated knowledge of front office operations, including reservations, check-in/check-out procedures and revenue management principles Exceptional communication and interpersonal skills, with the ability to work effectively with staff at all levels Strong organisational and time management capabilities, with the ability to multitask and prioritise in a fast-paced environment Attention to detail and accuracy, particularly regarding financial transactions and reporting Ability to work flexibly, including shift work, weekends and public holidays as required NZ Hospitality or similar recognised qualification (preferred but not essential) Experience in a branded hotel environment such as Hilton, Marriott or similar would be preferred About USAR Lambton Quay Ltd USAR Lambton Quay Ltd is the operator of DoubleTree By Hilton Wellington, a leading luxury hotel brand in New Zealand's capital city. We are committed to delivering outstanding hospitality experiences and maintaining the highest standards of service excellence. Our hotel is known for its contemporary design, premium facilities and exceptional guest experiences. We pride ourselves on creating a welcoming and professional environment where our team members can thrive and deliver excellence every day. Our mission is to ensure every guest leaves with a memorable experience and a desire to return. What we offer Competitive salary package commensurate with experience and qualifications Opportunities for professional development and career progression within the hospitality industry Training and mentoring to enhance your skills and knowledge Access to Hilton Honors member benefits and hotel discounts A supportive and inclusive team environment where your contributions are valued Flexible rostering arrangements to support work-life balance where possible Staff benefits including discounted accommodation rates at DoubleTree and other Hilton properties #J-18808-Ljbffr