Duty Manager

Situated in the vibrant nine-block Auckland community of Britomart, The Hotel Britomart offers a distinctive experience of the city’s best accommodation, eating and shopping. Within a blended modern and heritage building, the hotel has 99 thoughtfully crafted guest rooms, five luxurious Landing Suites and one-of-a-kind event spaces alongside its sustainable seafood restaurant, kingi. A 5 Green Star hotel, with layers of history, art and design throughout, it’s a place where the team is proud to be independently New Zealand-owned, delivering authentic New Zealand experiences.

Role Requirements

• Experience in a high paced customer focused role.
  
• Hospitality industry experience is advantageous.
  
• Flexibility - you are required to be available for rotating shifts, including weekends and public holidays.
  
• Strong communication skills! You will be building working relationships with people across the hotel team and interacting with guests.
  
• Eye for detail coupled with a strong ability to proactively identify, prioritize and manage multiple tasks, and successfully accomplish objectives in a busy and challenging workplace.
  
• Demonstrated ability to work independently and as part of a team
  
• Driving license compulsory
  
• Valid New Zealand working right essential

  
  

Duties and Responsibilities Include:

• Responsible for the leadership of the day and overnight operations of the hotel and supervision of all front office team members.
  
• Lead by example by displaying a hands-on style, which encourages team involvement, initiative, and a focus on continuous improvement.
  
• Coordinate and allocate duties for each shift and be responsible for the of the daily check-in/check-out process; ensuring guest names are used and correct cashiering procedures are followed.
  
• Ensure all calls are answered cheerfully and promptly and ensure their accurate distribution to all hotel guests, visitors, and team members.
  
• Prepare and conduct daily briefings so all team members are aware of hotel activities including VIPs in house, group movement, promotional activity, guest feedback, product knowledge.
• Assist guests with special requests, general information, transportation, event tickets, restaurant, airline reservations and any other reasonable requests as they arise.
  
• Ensure guest complaints are consistently resolved in a prompt and efficient manner in accordance with The Hotel Britomart complaint handling guidelines.
  
• Maintain a dynamic ‘Guest Services Directory’ in the Property Management System (PMS). Ensure accurate information and records with correct guest details linked to guest profiles.
  
• Ensure all reservation requests are handled in an efficient and friendly manner (for groups, unusual or difficult requests, involve the Hotel/Reservations Manager/Coordinator where applicable).
  
• Perform any other reasonable task or instruction as directed by management or a representative of management.
  
• Cross train team members in all different front office duties where possible to increase flexibility.
  
• Monitor grooming and presentation of all team members to ensure standards are adhered to.
  
• Assist with rosters for team, ensuring effective coverage whilst maintaining cost effectiveness and ensuring they are done in a designated time frame.
  
• Where possible cross train in night audit and night reception duties.
  
• Be aware and abide by the privacy act with respect to all customers.
  
• Audit the daily activity of all Front Office operations, to ensure all activities are performed accurately and completed in accordance with established policies & procedures.
  
• Report Hazards, near misses and accidents at the workplace immediately.

  
  

 The Hotel Britomart Team Benefits:

• Free celebratory night including breakfast stay after 6 months
• Accommodation and food and beverage discount for Team Members
• Team Member accommodation discount internationally via TFE Hotels
• Friends and family rates at The Hotel Britomart and Internationally via TFE Hotels
• Reward and recognition program
• Career development pathway
• Team meal provided per shift
• Uniform and dry-cleaning of uniform

To lodge your interest in this fabulous opportunity we welcome applications from driven, passionate, experienced candidates seeking a foundational role in this exquisite property. 

 

Valid New Zealand working rights is essential. Only successful candidates will be contacted.