Front Office & Guest Services (Hospitality & Tourism)The southernmost city of New Zealand's North Island, Wellington is the nation's capital and arts and culture hot-spot.
Our QT is dripping in art, color and creativity, inviting guests and foodies to dine at the extraordinary Hippopotamus mingle in the opulent Gallery Lounge.
Work for QT, explore NZ.
Simple!The RoleThe Hotel Duty Manager co-ordinates and oversees the running of the hotel in the absence of Executive Management.
During hours where executive management is present, the Duty Manager forms part of the Front Office Department.The role requires a Full Class 1 Driver License Class and Liquor Controller Qualification (LCQ) and General Managers Certificate.In the absence of Executive Management, the Duty Manager will have the following responsibilities:Oversee and co-ordinate operational activities of all departments while maintaining the established standards of service.Guarantee the running of the hotel in accordance to hotel policies, procedures, guidelines and manuals to ensure compliance, safety and profitability.Handle, record and report all incidents which have occurred in the hotel.
These incidents can either affect an employee, third party, event based incidents or evacuation of the hotel.Handle, record and report all guest comments and complaints with tact, diplomacy, urgency and a genuine sense of caring at all times.Take direction from the Front Office Manager, Rooms Division Manager and General Manager as well as maintaining a proactive approach.Flexibility to work on rotational roster including mornings, afternoons and overnight shifts.Ensure all Liquor Licensing Laws are observed and complied with by all staff for the hotel's Licensing Regulation requirements.Follow and enforce the hotel policies, procedures, guidelines and manuals to ensure compliance, safety and profitability.Ensure all incidents, injuries and hazards are reported, reviewed and preventative/corrective measures are taken.Demonstrate a full working knowledge of the hotel's computer/IT systems.Direct and assist colleagues to ensure a high level of productivity and service standard within the department at all times.Ensure a full understanding of all job responsibilities within the Front Office Department in order to cover this position in their absence.Support and actively cultivate an environment of positive service within the department to ultimately achieve a level of service quality that consistently meets and exceeds the expectations of guests and team members.Anticipate and attend to guest requests and/or comments in a timely manner and effectively communicating and logging feedback.Ensure that all preparations necessary has been done for arriving and/or departing guests, groups, VIP's etc.Take effective action to resolve any foreseen problems to prevent complaints.Warrant an effective system of quality control by utilising shift checklists, revision of procedures and implementation of standards.Provide feedback and practical suggestions on how to increase team morale, team development, team retention and service levels in order to ultimately achieve overall better results.Assist management while on shift through any crisis management action plans ensuring the safety of those present at the time.Actively stay up to date with hotel, EVENT and/or area information, objectives, policies and procedures.
Ensure to communicate any and all of these updates or changes to the team and/or affected departments.Take an active role in maximizing the average rate and occupancy while controlling costs.Assist the Rooms Division Manager with operational duties such as guest complaints, health and safety, security etc.Assist, recommend and implement training of new Front Office Team members with emphasis on structured on-the-job training.Ensure the accurate record keeping of all training checklists to ensure that all training aspects are documented, tracked and reviewed regularly.Review guest bills and follow up on those exceeding hotel limits.Promote Priority Guest and assist guests enrolling into the program.Promote EVENT properties to guests wherever possible.Be a brand ambassador for the hotel as well as Event Hospitality & Entertainment.Give assistance and support to other departments and/or colleagues when needed.Attend and participate in all scheduled meetings, training and development programs.Behaviors & AttributesThe ability to identify, analyse and resolve problems that may arise within the operations of the hotel.Communicating effectively in a caring, fair and professional manner.People focused providing leadership, guidance and assistance to colleagues where needed.Guest focused, providing efficient, friendly and professional service to all guests.Work together with trust and integrity with the aim to create a positive, professional environment of growth, development and profitability.Renowned for excellence in guest experiences, design and fine dining.
An ideas-driven, ever-evolving and rapidly expanding company.
We're connected to our local creative and culinary communities.
Career growth through our EVT network.
Discounted movies at Event Cinemas & hefty accommodation savings.
Located in Wellington's stunning cultural precinct on the water... sounds good right?!
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