Duty Manager - Sherwood Queenstown Boutique Alpine Hotel

About EVT and Sherwood Queenstown

Sherwood Queenstown is a boutique alpine hotel focused on sustainability, nestled on a hillside with views of Lake Wakatipu and the Remarkables. It blends rustic charm with modern comfort and emphasizes wellness, creativity, and community through curated rooms and a dynamic cultural program including live music, art, and wellness events.

EVT is a leading Australasian company creating diverse experiences across entertainment, ventures, and travel. The Independent Collection, which Sherwood is part of, includes a range of hotels that offer unique luxury and urban hospitality experiences. EVT operates over 140 entertainment venues, 150 restaurants and bars, and manages more than 80 hotels including well-known brands such as QT, Rydges, and Atura, providing numerous career opportunities across its extensive portfolio.

Role Overview

The Duty Manager will report to the Operations Manager and be responsible for managing the Front Office's daily operations at Sherwood. This role requires leading the team during shifts, addressing guest requests and issues promptly, and upholding the hotel's high standards of service. This permanent, full-time position guarantees a minimum of 30 scheduled hours per week.

Primary Responsibilities

• Ensure smooth daily operation of the Front Office, including sufficient staffing and consistent maintenance of service quality.
• Prepare for VIP and group arrivals and departures, ensuring guests feel genuinely welcomed.
• Handle guest complaints and requests professionally and efficiently through the hotel's complaint management system.
• Optimize room rates and occupancy by collaborating with relevant departments on yield management strategies.
• Keep accurate and thorough duty logs to document shift-related information.
• Implement crisis management plans when necessary to guarantee the safety and security of guests, staff, and property.

Qualifications and Experience

• Possession of a current Duty Manager's Certificate.
• Essential prior experience working in Front Office operations within the hospitality industry.
• Knowledge of Opera Cloud property management system is preferred.
• Strong leadership ability with sound decision-making skills under pressure.
• Excellent communication skills coupled with a warm and welcoming customer service approach.
• Flexibility to work varied shifts including evenings, weekends, and public holidays.

Working Style and Values

• Adheres to the Daymaker ethos valuing the importance of all tasks, big or small.
• Leads by example with a hands-on, approachable manner.
• Demonstrates resilience and a solutions-oriented mindset, maintaining calm and efficiency under pressure.
• Committed to continuous learning, sharing knowledge, and supporting team development.

Benefits and Perks

• Immediate access to Elevate Perks, offering equal benefits across levels without hierarchy.
• 50% discounts on dining and accommodation across EVT hotels including QT, Rydges, Atura, and LyLo.
• Discounted movie tickets, including $2 tickets and offers on Gold Class, Moonlight Cinema, and Candy Bar.
• Seasonal benefits at Thredbo resort.
• Opportunities for rapid career advancement within EVT’s hotel and entertainment divisions.
• Paid parental leave and chances to engage with community and volunteer initiatives.

Additional Information

Applicants from diverse backgrounds are encouraged to apply. The recruitment process is ongoing, with applications reviewed upon receipt. Interested candidates will apply via EVT’s secure careers portal which manages all application submissions.