Front Office Manager

Role overview

In this position, you will lead the front office and guest services function at a hotel in Taupo, Waikato, New Zealand. Your focus will be on ensuring smooth day-to-day operations, delivering excellent guest experiences, handling check-in and check-out activities, addressing guest issues, and guiding the team to consistently meet service expectations.

What you will do

• Direct the day-to-day front office workflow, including guest registration, service delivery, room inventory management, and compliance with hotel policies and standards.
• Track guest satisfaction, respond to service concerns, and work with the team to improve the overall guest experience.
• Support revenue generation by promoting hotel services and using upselling approaches to increase occupancy and revenue.
• Keep the team informed through regular updates and training on hotel facilities, services, and nearby attractions.
• Welcome guests, answer questions, and resolve concerns quickly and professionally.
• Review VIP bookings and ensure their arrival and departure are handled smoothly and with extra care.
• Supervise, coach, and encourage front office staff while maintaining a positive and productive workplace.

What the employer is looking for

The ideal candidate brings a strong service mindset, a commitment to integrity, leadership, teamwork, ownership, and a sense of urgency in every task. The role calls for someone who can stay calm under pressure, communicate clearly, and keep operations running efficiently while maintaining high hospitality standards.

Qualifications and experience

This role requires prior experience in front office or guest services management within the hospitality sector. You should have strong people management skills, excellent communication abilities, a guest-focused approach, solid problem-solving capability, attention to detail, and confidence handling demanding situations. Familiarity with hotel property management systems and front office procedures is also expected.

Working conditions

You must be able to work flexible schedules, including nights, weekends, and public holidays.

About the employer

The company is a global hospitality organization known for delivering memorable stays and for building a workplace culture recognized internationally. It emphasizes career growth, teamwork, and a service philosophy centered on warmth, care, and excellence.

Additional information

Additional languages are considered an advantage.