Duty Manager

ARE YOU A HOSPITALITY LEADER IN THE MAKING THAT NATURALLY INSPIRES OTHERS TO BE BETTER AND CONSTANTLY DELIVERS EXCEPTIONAL GUEST SERVICE AND MEMORABLE EXPERIENCES?

Located at Remarkables Park Queenstown, this Duty Manager position with Marsden Hotels is full-time and rarely becomes available, so don't miss this opportunity. This Duty Manager position is required to live onsite and is responsible for overseeing all daily operations across either of two hotels, located at Remarkables Park Queenstown. The position will focus on the delivery of guest experience and high service standards; driving sales and revenue opportunities with the Front Desk teams; cost controls; health and safety compliance and most importantly managing and mentoring the team's performance, through continued coaching and development.

This position requires strong leadership, excellent communication and organizational skills whilst focusing on operational efficiencies to drive continued improved performance. This position will be responsible to oversee the hotel in the absence of department leaders and/or managers.  The successful candidate will have a minimum of 2 years proven experience in a similar hotel environment and leadership capacity, preferably in the Queenstown market, and who has a deep-seeded passion for connecting with people to bring the best out of them and for delivering the outstanding. The Duty Manager will report to the Operations Manager and/or Area General Manager.

You will be a team player with the ability to display genuine coaching and mentoring skills, and problem solving with the capability to turn challenges into opportunities. With strong communication skills and the ability to think on your feet and outside the box, you will assist with all guest enquiries as required. The Duty Manager position is flexible to do shiftwork, weekends and public holidays, as required per a roster.

This position will be based across the following two hotels, which are located within a block of each other at Remarkables Park, the distance between the properties is 100 metres, and a 2 min walk:

·       Ramada Suites Hotel by Wyndham

24 Hawthorne Drive, Remarkables Park, Queenstown 9300

·       Wyndham Garden Hotel

32 Red Oaks Drive Located at, Remarkables Park, Queenstown 9300

This is a Full-Time position and the hours of work will be a minimum of 30 hours per week.

Job Description Overview - Key tasks and responsibilities, but not limited to, are:

Manage, lead and work alongside a team of Front Office Executives on a daily and shift basis, across either of two hotels.

Work closely with Housekeeping, Maintenance and senior leaders to assist in delivering excellent standards and services.

Provide a strong hands-on, guest-first culture across the hotels – ensuring consistency in standards, regulatory compliance, guest and owner experience.

Deliver excellent guest service at all times, ensuring the highest standard of guests' comfort and safety, and having the ability to problem solve in a professional and respectful manner.

Enter booking reservations into the PMS, as required, while ensuring hotel specific SOP's and pricing strategies are adhered to.

Ensure all accounting practices and processes are achieved per hotel specific SOP's.

Actively contribute towards reaching hotel performance targets and objectives, both financially and reputationally.

Drive a revenue focus culture to reach financial targets, along with soft targets around exceptional service levels.

Maintain excellent and effective communication, at all times, among all teams within the hotels.

10.  Coaching and development of teams around systems, processes, SOP's, service delivery and brand standards, but most importantly culture

11.  Seek, monitor and assess guest feedback and putting into place detailed action plans focussed on enhancing the guest experience.

12.  Ensure guest feedback is recorded accurately and action any service recovery measures and processes in a prompt and efficient manner.

13.  Champion and drive a strong sales and revenue culture to optimise and maximise each hotels efficiency and financial performance.

14.  Consult and implement systems and processes to optimise efficiency and maintain compliance with all regulatory and legislative requirements.

15.  As required, collaborate in a professional manner with Owners, Body Corporates and other relevant stakeholders to the hotels.

16.  Ensure health and safety, hygiene and compliance standards are maintained and are adhering to company policies.

17.  Ensure a safe and secure environment for guests and teams at all times.

18.  Report any safety and security issues to senior leaders immediately.

19.  Be a highly visible, always present hands-on and involved supporting Duty Manager in the hotels.

20.  Always adhere to all company policies and procedures, and any changes that may be applied.

21.  Willingly take ownership responsibility for extra tasks, as required and requested.

Key Attributes:

A hands-on role, responsible for all areas of the Front Desk operations as well as the responsibility to oversee the wider hotels operations in the absence of senior leaders or management.

A minimum of 2 years' experience in similar hotel service environment.

The ideal candidate will have a history of excellent customer service and should have experience in handling guest feedback, either written or verbal and both positive and negative, in a professional manner.

Ability to make quick decisions within the parameters of the Duty Manager position to ensure that guests, the hotels and business reputation are upheld to the highest standards.

The ability to multitask and work under pressure, or independently as required, but also be able to lead and inspire a dedicated team of Front Desk Executives across shifts including mornings, evenings, weekends and on-call overnight shifts.

To be highly organised and possess excellent time management skills and the ability to think on your feet.

Exceptional level of personal presentation and grooming that makes you standout and is your identity.

Excellent interpersonal skills, with the ability to communicate at all levels.

Be motivated to deliver service that goes above and beyond, making our guests and owners feel they are the centre of everything we do; and constantly evolve and strive to be better.

What is required:

The requirement to be regularly on call for overnight shifts, as necessary to respond to emergencies and ensure the overnight calls are attended to professionally and in a timely manner.

Deliver excellent hands-on leadership and people management skills, with the natural ability to motivate, inspire and develop high performing teams and leaders.

Strong and effective problem-solving and decision-making abilities, with a focus on continuous improvement and greater efficiencies.

Excellent communication and interpersonal skills, with the ability to liaise effectively with guests, the team, owners, contractors and other stakeholders.

Experience and knowledge of hotel operations, especially in housekeeping, front desk within a strata managed property.

Genuine deep seeded passion to work in the most exciting industry, that engages and connects with people to deliver the absolute very best experiences and performance.

Minimum Skills and Experience Required:

Minimum 2 year in a similar position in a strata hotel model.

Must have had hands-on experience and Front Desk leadership position in a strata hotel environment, with particular in depth involvement in Front Office and Housekeeping operations.

A national or international Bachelor of Tourism tertiary qualification, including an overview of all aspects of the Tourism Industry from an international perspective.

Both oral and written multi-lingual skills will be viewed as highly advantageous to cater to the dominate international visitor market to Queenstown.

Local industry experience, understanding demands and challenges of the industry within Queenstown will also be viewed as highly advantageous.

What we offer:

Marsden Hotels at Remarkables Park Queenstown has a commitment to provide our team with a supportive and rewarding work environment that focuses on growth, coaching and development. In addition we offer a range of benefits including:

1. Competitive package.
2. This Duty Manager position includes on-site accommodation in a one bedroom unit, including standard utility expenses.
3. Opportunities for professional development and career advancement, which has a dedicated focus from senior management.
4. A collaborative environment that is committed to your personal growth and an inclusive culture that values innovation and teamwork.

Who we are:

Marsden Hotel Group own and operate a portfolio of successful accommodation businesses throughout New Zealand while also providing independent consultancy and property management services to the industry. Our commitment to excellence, innovation, and sustainability has made Marsden Hotels a trusted name in the hospitality industry. With affiliated partners Marsden Group owns and operates a combined portfolio of 4-5 star accommodation properties across New Zealand. These include Marsden Hotels & Resorts, Ramada by Wyndham, Wyndham Garden and Microtel by Wyndham.

If you are excited about a dynamic opportunity to join an inspiring culture as Duty Manager and to lift your career to the next level then we encourage you to click apply now.