Duty Manager

About The Role - Te mahi

We are looking for an enthusiastic Duty Manager who knows how to get the best out of their team and leads from the front by setting and providing the highest levels of customer service. A team player who enjoys the hospitality industry and wants to further their career.

Based at Novotel Christchurch Airport, this role is permanent full-time with a guaranteed minimum of 32 hours per week.

Key Responsibilities:

• Responsible for highlighting short/medium/long-term issues to the Front Office Manager and to help formulate solutions.
• Ensure there is management support and presence is visible at any key time.
• Manage Front Desk during busy check in and check out to ensure guests are receiving the best possible services.
• Be confident with security procedures. Cash, guests personal possessions, incident reports.
• Display effective managerial aptitude, good human relation skills, exhibit situational leadership style, able to influence peers and supervisors and command respect from subordinates.
• Maintain team focus on “the Guest’s experience” at all times and encourage the team to use their initiative.
• Attend to major operational problems and needs promptly including guest’s complaints, enquiries and requests. Practice positive problem solving in all aspects of guest services.
• Encourage guest feedback regarding product and services in the hotel. Listen to and take action on this feedback.
• Meet and greet guests, report and record any guest comments and follow up where required.
• Promote open and effective communication systems throughout the hotel
• Monitor the appearance, standards and performance of the Front Office team with an emphasis on training and teamwork.
• Ensure team members have an up-to-date knowledge of all room categories and amenities.
• During any absence, ensure you have appointed a suitable replacement and informed the Front Office Manager.
• Cover all areas of staff shortages in your department where no other staff member is available and undertake the necessary work, which may involve extended hours during busy times.
• Regularly inspect the lobby and public area to ensure that the standards of the Hotel are maintained and comfortable for guests, clients as well as employees.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Create strong connections with our guests using the Accor principles.
• Encourage guest loyalty through delivering on the hotel’s loyalty programme promises, Accor Live Limitless, ALL Accor+ Explorer and Accor Vacation Club.
• Consistently strive to improve our hotel’s Reputation Performance Score (RPS).
• Treat guests and colleagues from all cultural and diverse groups with respect, sensitivity and transparency.
• Comply with the Sale and Supply of Alcohol Act 2012 and amendments, Smoke Free Environments Act 1990 and the Gambling Act 2003 – New Zealand Legislation.
• Ensure your department is administrated correctly in compliance with the NZ legislation with all statutory requirements, in particular but not limited to the NZ Health and Safety at Work Act 2015 and its related regulations that apply to employees and contractors, the NZ Employment Relation Act 2000, the NZ Building Act 2004 and the NZ Fire and Emergency Act 2017

• NZQF Diploma (ANZSCO Skill Level 2).
• OR At least three years of relevant experience may substitute for the qualification.
• You will need a current General Managers Certificate.
• Ability to remain calm under pressure, willing to go the extra mile.
• Outstanding communication and customer service skills, with good attention to detail.
• Confident, well-motivated, enthusiastic and determined.
• Flexible and adaptable in approach.
• Work to a high standard
• Approachable and flexible & a team player
• Committed to continuing professional development
• Flexibility to work outside normal hours as required. (Which may include early morning starts, late finishes, weekends and public holidays).
• Can work on a rotating roster.

Benefits

He kura te tangata - We are all valued

As an employer of choice, we offer great employee benefits like life insurance, outstanding health and wellbeing programmes and discounts on hotels, restaurants, bars and spas across our network - not just for you, but in some cases your friends and family too!

• Wellbeing programme including Health insurance discounts
• Excellent reward & recognition events
• Free carparking
• Long service and anniversary gifts and benefits
• Staff, family and friends rates within our network of hotels
• Paid training and individual Employee Development Plans
• Life insurance cover after successful probation period

Who We Are - Ko Wai Mātou

Hind Management builds, operates and manages high-performing hotel, restaurant, and spa businesses. Our mission is simple, we strive to be industry leaders in social and environmental responsibility.

Through Kaitiakitanga and sustainable travel, we care for and protect Aotearoa’s unique environment for generations to come.

We do the right thing and we have built our businesses on a foundation of honesty and integrity. Our portfolio of brands is some of the most accessible in New Zealand, this comes from Hind Management's belief in empathy, understanding and accommodating differences.

We work together, we are connected on so many levels. family, business, community, local, and global. From the simplest of goals - putting a smile on our guests' faces - to dealing with challenges on a global scale, we can only achieve it if we work together.

Hind Management aligns its conduct in keeping with Māori values, through Whanaungatanga it ensures a sense of family and belonging for our people and recognises manaakitanga as the starting place for hospitality, and welcoming manuhiri (guests).

We pride ourselves in looking after the interests of our people and our guests alike. He Kura te Tangata, we believe that we are all valued, our people, our guests, and our communities across all our brands – we welcome all!

Hind Management is committed to accessibility, should you require assistance or support and are unable to apply online due to an access need, contact our office (+64) 99051727 or email our Talent Acquisition Team at careers@hindmanagement.com. We will aim to respond within 48 hours Monday to Friday 9am - 5pm.

We encourage people from diverse backgrounds to apply. We are proud to promote diversity and inclusion within our workplace and ensure an equitable selection process for all. We offer a fully inclusive accessible hiring process, let us know how we can support you to present your best self.

E manawanui ana tātou | We care

Ka mahi tahi tātou | We work together

Ka whai tātou i te tika | We do the right thing