Front of House Manager

Key Duties

• Oversee Front Office restaurant bar room service and conferencing operations ensuring a seamless and personalised guest experience.
• Actively participate in weekly Head of Department and departmental meetings maintaining confidentiality.
• Supervise guest arrivals and departures ensuring smooth and efficient check-in/out and porterage services.
• Ensure strong coordination between Front Office Housekeeping and Maintenance for room readiness and public area presentation.
• Oversee daily and monthly reporting for Front Office and F&B KPIs comment on variances and implement action plans.
• Lead rostering forecasting and staffing across Front Desk restaurant and events with a focus on productivity and cost control.
• Ensure standards of cleanliness maintenance and presentation across public areas and outlets.
• Act as hotels on-the-floor leader across peak periods (breakfast lunch check-in/check-out conference turnover).
• Drive upselling cross-promotions and awareness of in-house services through team engagement.
• Liaise with the Conference Sales Team to ensure seamless execution of events and meetings.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson
• Any other duties assigned by your Manager.
• Strive to implement the Accor Asia Pacific Service Vision and demonstrate active use of the Accor Values.

Financial/Asset Responsibilities

• Assist in development of the Annual Business Plan and departmental budgets; monitor against actuals and control expenditure.
• Implement cost control strategies and inventory systems across FO and F&B.
• Maintain and monitor service equipment through regular preventive maintenance.
• Ensure procurement is within budget limits and aligned with PO policy.
• Report and investigate asset damage and loss.
• Secure hotel data and maintain confidentiality.

Customer Responsibilities

• Drive guest satisfaction through active management of service delivery and follow-up on feedback our known sites and internal tools.
• Attend to guest complaints special requests and VIP needs with professionalism and problem-solving.
• Maintain high visibility and availability to guests and team throughout service periods.
• Ensure every team member is engaged in promoting hotel facilities and guest services.
• Champion a guest-focused culture across all operational areas.

Human Resource Responsibilities

• Lead recruitment induction and training for FO and F&B teams; promote career development and succession planning.
• Conduct regular performance reviews manage development plans and address performance issues in partnership with HR.
• Monitor grooming uniform and presentation standards in line with the Hotel Handbook.
• Conduct daily briefings and cross-departmental communications to foster collaboration.
• Align training with Accor service values and delivery expectations.

Health & Safety Responsibilities

• Maintain safe work practices in line with Accor HSE policies across all guest-facing departments.
• Ensure emergency procedures and training are up to date and communicated to all new and existing team members.
• Record and investigate hazards and incidents; implement corrective actions as necessary.
• Ensure all staff have appropriate PPE and are trained in its use.
• Participate in WHS meetings and contribute to the hotels annual WHS plan.

Qualifications :

• NZQA-recognized Diploma or higher in Hospitality Management.
• Minimum 2 years experience in Head-of-Department role in either Food & Beverage or Front Office.
• Proven leadership experience in a 5-star hotel or luxury environment.
• Current Managers Certificate.
• Understanding of Food Safety and NZ Food Control Plan requirements.

Additional Information :

• Hands-on guest-service expertise across Front Office restaurant bar conferencing and in-room dining.
• Strong written and spoken English communication.
• Sound financial and operational acumen experience in stock control payroll and cost management menu engineering and service-standards training.
• Commitment to health safety and compliance.
• To be considered you must be a New Zealand citizen resident or hold a valid work visa.

Remote Work :

No

Employment Type :

Full-time