Front Desk Manager

THE HOTEL BRITOMART – AUCKLAND CBD

Join New Zealand’s first 5 Green Star hotel and lead a team committed to unforgettable guest experiences. At The Hotel Britomart, our Brand Behaviours and Service Philosophies guide everything we do — from thoughtful, personalised service to creating moments of genuine connection.

We are looking for an experienced Front Desk Manager who will empower our Front Office team, elevate our guest journey, and champion our commitment to service excellence.

Why You’ll Love This Role:

• Lead a high-performing, guest-focused front office team in one of Auckland’s most celebrated boutique hotels.
• Be part of a values-led environment that embraces Aotearoa, celebrates storytelling, and encourages bringing your best self to work.
• Opportunity to influence hotel performance through innovation, commercial awareness, and service leadership.

Role Purpose and Key Relationships:

As our Front Desk Manager, you will take ownership of all front office operations, including:

-Guest Experience & Service Excellence

• Oversee daily room allocation, availability, and inventory management.
• -Drive revenue through upselling, enhancements, and loyalty programme engagement.
• Maintain a strong presence in guest-facing areas and build relationships with regular guests, VIPs, and corporate accounts.
• Lead service recovery with empathy and professionalism, using feedback to continuously improve our offering.

-Team Leadership

• Coach, and develop our Duty Managers, Guest Service Agents, Concierge, and Porters.
• Support recruitment, onboarding, training, and ongoing performance development.
• Foster an engaged, high-energy team culture aligned with our Brand Behaviours.

-Operations & Administration

• Prepare rosters, manage timesheets, and ensure compliance with company policies and legislation.
• Oversee month-end processes, reporting, and administrative requirements.
• Audit front office processes to ensure accuracy, efficiency, and brand consistency.

-Commercial & Systems Management

• Monitor departmental expenses and optimise productivity.
• Ensure effective use of PMS, POS, and other Front Office systems.

-Safety, Compliance & Brand Integrity

• Champion THB Work Health & Safety policies.
• Maintain confidentiality, data protection, and security standards.
• Support crisis management planning and emergency response procedures.

Pre-requisites:

• A diploma or degree in Hotel or Hospitality Management.
• 2–3 years’ experience as a Duty Manager or Assistant Front Office Manager in a five-star hotel environment.
• A hands-on leadership style with strong emotional intelligence.
• The ability to stay calm under pressure and resolve issues thoughtfully.
• Commitment to excellence, continuous improvement, and delivering on our goal to be NZ’s #1 hotel.

What We Offer:

• A supportive, inclusive, values-driven workplace.
• Work in a stunning, sustainability-focused environment in the heart of Britomart.
• A chance to truly shape guest experience and team culture.
• Hotel Team Benefits 
• Free celebratory night stay including breakfast 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
• Team meal provided per shift
• Dry-cleaning of workwear
• 8 hours of paid volunteer leave annually

Ready to Lead the Front Office at The Hotel Britomart?

If you have a passion for hospitality, exceptional leadership skills, and a commitment to creating memorable guest experiences, we’d love to hear from you.

Position description Apply now

Share