Front Office Shift Lead

Platinum Queenstown Luxury Villas is seeking a confident and guest-focused Front Office Shift Lead to join our small, professional team. Based in Fernhill, Queenstown, our 36 three-bedroom, five-star apartment property offers guests a high standard of service in a relaxed luxury environment.

This is a full-time role suited to someone who enjoys a busy front office, communicates clearly and professionally, and makes sound decisions while delivering warm, efficient, and consistent guest service.

Hours: 40 hours per week over four days, Sunday to Wednesday, 8.30am to 6.30pm. This schedule provides three consecutive days off each week.

We are looking for either an experienced Front Office Shift Lead or a Guest Services Agent ready to take the next step. Excellent spoken and written English is essential, along with strong attention to detail, a positive attitude and the ability to work well both as part of a team and unsupervised.

Reporting directly to the Property Manager, you will help ensure front office service standards, daily procedures and operational systems are consistently maintained. You will be a calm and capable decision maker who can support smooth daily operations while creating a fantastic first and last impression for our guests.

Key responsibilities include:

• Welcoming guests, managing check-ins and check-outs and maintaining positive communication with guests, team members and management.
• Carrying out day-to-day front office procedures accurately and ensuring information is shared promptly between departments.
• Responding to booking enquiries and online reservations in a timely, accurate and professional manner.
• Managing group enquiries, including quotes, room allocation and billing.
• Managing and optimising the property bookings calendar.
• Supporting team consistency by updating and maintaining appropriate training manuals.
• Collating monthly commission and revenue reports.

To be successful in this role, you will bring:

• Excellent communication skills and a professional, guest-focused approach.
• The confidence to make decisions and solve problems during busy periods.
• The ability to work both independently and collaboratively within a small team.
• Previous accommodation front office and guest services experience essential.
• Strong organisational skills and accuracy with systems, bookings and reporting.

In return, our small team offers a supportive working environment, paid breaks, a paid day off for your Birthday and complimentary pantry items such as machine coffee, biscuits, chocolate and fresh fruit.

Please note: this is not a sponsored position. Applicants must already have the legal right to work in New Zealand. This is a permanent, long-term position.

If you are a capable hospitality professional who enjoys a busy, guest-facing environment and takes pride in delivering professional service, we would like to hear from you.

Please send your application to [email protected]