Front Office & Guest Services (Hospitality & Tourism)
New Plymouth's leading hotel, The Novotel New Plymouth Taranaki is a 4.5-star hotel offering 85 stylishly appointed modern rooms and apartments. We are proudly locally owned and operated Maori business.
Job Description
Reporting directly to the Front Office Manager, this role is hands-on and will include mostly PM shifts spread over a 7-day week roster and some AM shifts on weekends for a minimum of 35 hours per week. As a team player, you will lead by example and have a visible presence at the front desk and in the lobby during key times throughout the shift. We need our ideal candidate to be 'guest-centric' and performance-driven, keeping the emphasis on what our guests want, individualising and personalising service to build a real human connection. You will also ensure procedures are followed and assist with the continued development and training of the team to high expectations.
This role will suit somebody who is continuously willing to learn and who strives for excellence within the team. Your rapport with guests is excellent and you have a proven record of exceptional guest service skills.
Key Responsibilities:
Maintaining procedures to ensure a high standard of customer service and customer satisfaction
Ensure the smooth operation of Front Office and Night Audit Functions
Roster Planning with the Front Office Manager
Fielding calls to the hotel and responding accordingly
Provide effective supervision of guest arrivals and departures, as well as checking guests in and out
Handle guest complaints efficiently & effectively
Able to upsell products and services, as well as increase guest satisfaction
Completing reservations and all other duties in the absence of the Reservations Duty Manager
Conducting on-the-job training for new Front Office Team members
Conducting on-the-job training for current Guest Service and Reservations Agents
Train and promote Accor Live Limitless program, from recruitment to recognition, to rewards and recognition, accuracy, points accuracy, and assist the Executive team to keep it activated and leverage relationships with the elite in-house guests
Accurate billing and cash-up procedures
Ensuring the health and safety of guests and team members
Work closely with the General Manager, Food and Beverage team, Sales & Marketing team, Kitchen team, Reservations and Housekeeping Team.
Skills and Requirements:
Whilst talent and attitude are our primary requirements, you also have:
Level 7 – Bachelor of Applied Hospitality and Tourism Management or similar
Minimum 12 months previous Front Office experience on a supervisory level, preferably in a four-star property
Experience working in housekeeping and food and beverage.
A passion for delivering genuine and effective guest service/care
Accuracy and an "eye for detail"
Excellent communication skills, both written and verbal
Immaculate personal presentation and grooming standards
Ability to multi-task
Ability to lead, train and develop a team
Experience and willingness to manage guest complaints and feedback
Ability to work autonomously with excellent time management skills
Strong initiative and ability to think "outside the box"
Well-honed computer skills and experience/knowledge of Opera Version 5 and Opera Cloud.
Accor systems knowledge will be an advantage, however, is not essential (including TARS, DataWeb, ResaWeb, Hotel Link)
The ability to support reservations with the flow and accuracy of all reservations
Leadershipcapability
Must havean LCQ certificate or a current Manager's Certificate.
Must have First Aid and Mental Health First Aid trainingCertificate
Must have a full clean New Zealand driver's license
Qualifications
Level 7 – Bachelor of Applied Hospitality and Tourism Management
Wage Rate
Remuneration for this role is between $29.86 -$30.35 per hour
The successful person will possess excellent people skills and, think outside the box as well as have the knowledge to deal with difficult situations by thinking quickly on your feet to reach a successful end result.
Only candidates with NZ work rights will be considered - Citizenship, Residency or Open Work Visa
If you think that you are a perfect fit for this role, please click the APPLY button and submit a recently updated CV and cover letter explaining why you would be the perfect candidate for this role.
Additional Information
We believe in rewarding your achievements with a range of exciting employeebenefits and programs. Just to name a few:
Staff meals while on duty
Uniform provided & laundered
Work Anniversary Stay or F&B Credit
Staff celebration & tenure recognition
Employee Assistance Program
On-going training, learning and development
Birthday day off
Wellness day off
Your application will include the following questions: Which of the following statements best describes your right to work in New Zealand? How many years' experience do you have as a Front Office Duty Manager? Do you hold a current New Zealand General Managers certificate? Do you have customer service experience? What is your wage rate per hour and minimum contracted hours per week expectations? If you are not a NZ Citizen or Resident, please describe your visa status and validity How much notice are you required to give to your current employer? To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
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