Front Office Manager

Nestled on the shores of Lake Wakatipu and surrounded by the Remarkables, Crowne Plaza Queenstown offers breathtaking views right from the heart of New Zealand’s adventure capital. Known for our genuine hospitality, premium service and vibrant team culture, we’re part of IHG Hotels & Resorts - a global brand with a local heart.

We’re looking for a Front Office Manager to help lead our passionate team and create memorable guest experiences every day.

Your day-to-day

Step into a dynamic leadership role as our Front Office Manager, where you’ll oversee the daily running of our Front Office and Concierge teams, ensure responsible service of alcohol, and lead the way in crisis management and hotel evacuations. You'll inspire and develop your team through coaching and training, creating a positive and high-performing culture.

This role is perfect for someone who loves the energy of a fast-paced environment, adapts quickly, thinks outside the box to solve problems, and builds genuine connections with guests and colleagues alike.

This is a permanent, full-time opportunity (40 hours) to make your mark and help shape an exceptional guest experience.

What you'll need

• Ability to effectively train, allocate duties, roster, supervise and lead the Front Desk, Concierge/Porters & Night teams.
• Confident multi-tasker with strong prioritisation skills to manage tasks and guest needs seamlessly
• In-depth knowledge of Queenstown to assist guests with booking tours, transport and activities
• Flexibility to work weekends and public holidays as required
• Calm and composed in crisis situations, able to take charge and ensure the safety of guests and team members
• Oversee and manage hotel bookings and reservations
• Willingness to jump in and support your teams on the desk or concierge/portering as needed
• Experience with OPERA PMS, including OXI balancing, configuration and utilities
• Familiarity with payroll and roster systems
• Ensuring Health & Safety Procedures are being followed and make suggestions to ensure continuous improvement
• Ability to assess guest reviews and feedback to continuously enhance the guest experience
• Collaborate and communicate effectively with other departments (Conferencing/Food & Beverage, Housekeeping, Kitchen, Maintenance) to coordinate requests and ensure guests have an exceptional stay

Certifications/Qualifications:

• Required:

  • A NZQF Diploma and/or at least three years of relevant experience in a related field or positions with transferable skills in line with this position e.g Leadership, Customer Service
  • A valid driver’s licence and confidence driving a range of vehicles

• Highly regarded (nice to have) but not essential:

  • A current Manager’s Certificate and LCQ
  • A Level 2 First Aid Certificate
  • A Bachelor’s degree or higher qualification in Hotel Management, Business Administration or a related field

What we offer

Well… where do we start?!

• Access to a wide range of discounts on global brands through our employee benefits platform
• Three free duty meals each day – no more packed lunches!
• Access to IHG One Pass, giving you special Employee Room Rates and 50% off Food & Beverage at over 6,000 hotels worldwide
• Onsite car parking
• Use of our hotel gym
• Enhanced parental leave
• Paid day off to celebrate your birthday
• Proactive wellness leave - and much more!

Do you see yourself as a Front Office Manager?  When you're a part of IHG, you're more than your job title. And that's what we love – the individual talents, interests and dreams that make you who you are.