Duty Manager (Front Office)

Company Description

SO/ is a coveted collection of hotels rooted in the world of fashion, commanding attention with it’s avant garde design and creative approach to the world of luxury. SO/ Auckland is located in the heart of Auckland's CBD. With views of the Waitematā Harbour and city, across 16 floors and 130 design-led rooms. We invite you to the front row. This is a Full-Time (40 Hours per Week) Role as a Duty Manager (Front Office).

As the Manager on Duty, you will be responsible for overseeing the day-to-day operation of the hotel, ensuring exceptional guest experiences, maintaining compliance with all regulatory requirements, leading operational departments during your shift, and responding to emergency and escalated situations as required.

Job Description

• Managing day to day operations of the Front Office department and help the Room Division Manager to run a operationally smooth department
• Delivery of excellent guest service by coordinating the link between hotel and guests and hotel operations
• Analyse customer feedback and make recommendations to leadership team to develop actions and working methods to enhance hotel services and offers
• Maintain guest database through updating Opera Cloud guest profile with all necessary information relevant to the guests stay. VIP level should be updated in accordance to hotel link
• Ensure the safety and security of Hotel Guests and employees at the Hotel
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality
• Due to the nature of the hotel industry, flexibility on working weekend and public holidays are required.

Qualifications

• Minimum of 3 years' relevant experience within a luxury hotel environment New Zealand and/or internationally; or
• Bachelor Degree in Hospitality Management, Hotel Management, Tourism Management, Business Management, or a related discipline (New Zealand qualification or recognised international equivalent).
• Strong understanding of hotel operations, including front office, guest services, reservations, housekeeping coordination, food and beverage operations, and emergency management procedures.
• Advanced working knowledge of Opera PMS/Opera Cloud and associated hospitality systems.
• Current New Zealand Manager's Certificate (or willingness to obtain upon commencement.)
• Current New Zealand First Aid Certificate (Level 1 or higher) or willingness to obtain upon commencement.
• Current Full Drivers Licence.
• Exceptional verbal and written communication skills, with the ability to effectively engage with guests, team members and contractors.
• Proven ability to lead, coach, and support teams while maintaining luxury service standards and resolving issues in a fast-paced environment.
• Highly organised with strong attention to detail, commercial awareness, problem-solving capability, and a genuine passion for luxury hospitality and guest experience excellence.

Additional Information

SO/ BENEFITS

• Staff meal provided per shift
• Dry-cleaning of uniform
• International accommodation and retail discounts across varying Accor & Ennismore hotels and properties
• Family & Friends Hotel Discounts
• Annual reward of a free night's accommodation at the hotel (did we say there is breakfast and dinner included?)
• This is a Full Time permanent role – 40 hours guaranteed per week.
• Annual salary of $66,560.

Our Commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. we offer reasonable adjustments to support you. if you require an adjustment to be made during the recruitment process, you're welcome to let us know.