Front Office Manager

About Rosewood Kauri Cliffs

Rosewood Kauri Cliffs is a top-tier luxury lodge located on the stunning Northland coastline of New Zealand. As a member of Rosewood Hotels & Resorts, the lodge embraces a philosophy centered on enriching lives through meaningful connections and unforgettable guest experiences characterized by genuine hospitality, meticulous attention to detail, and world-class service.

Role Overview

We invite an experienced and driven Front Office Manager to join our team in a full-time capacity, working 45 hours across 5 days per week. This permanent position offers a competitive salary and the opportunity to accrue owed time for extra hours worked beyond the standard workweek. The manager will oversee daily front office operations to ensure superior guest service, lead a diverse team, and maintain high departmental performance.

Key Responsibilities

• Lead, supervise, mentor, and develop the Front Office department, which includes Assistant Front Office Managers, Reception staff, Concierge, Bell Services, and Night Management teams.
• Ensure day-to-day operations maintain excellent guest service standards.
• Recruit, train, coach, and support team members toward fulfilling individual and departmental goals.
• Develop and enforce departmental policies, procedures, and service initiatives.
• Conduct regular meetings and performance evaluations with staff.
• Manage guest-related processes such as arrivals, departures, requests, feedback, and complaints professionally and promptly.
• Facilitate effective communication and coordination with other hotel departments to deliver smooth guest experiences.
• Prepare and provide daily operational and departmental reports.
• Coordinate with the Accounts team regarding guest billing, payments, and account management.
• Monitor reservations and guest preferences, ensuring personalized service delivery.
• Support talent development, succession planning, and workforce management within the department.
• Adhere to company policies, procedures, and health and safety regulations.
• Proactively identify and solve operational challenges to uphold service excellence.

Candidate Profile and Requirements

• A minimum of 4 to 5 years’ experience in Front Office management within luxury hotels, lodges, or five-star resorts.
• Proven leadership skills demonstrated by managing and developing high-performing hospitality teams.
• In-depth knowledge of Front Office operations, guest service protocols, and hotel management systems.
• Advanced proficiency with the Opera Property Management System (PMS).
• Intermediate to advanced skills in Microsoft Office suite, including Word, Excel, and PowerPoint.
• Excellent verbal and written communication skills in English.
• Strong abilities in leadership, coaching, team management, and problem resolution.
• Well-developed organizational and decision-making skills.
• Flexibility to work varied hours including weekends, public holidays, and occasional overnight shifts as needed.
• Preferred qualifications include formal education in Hotel Management, Hospitality Management, Business Management, or related fields.
• Knowledge of additional languages such as Mandarin is considered a plus.

Compensation and Benefits

• Attractive salary package.
• Daily staff meals provided by the culinary team.
• Access to the Rosewood Staff Perks Program offering a variety of discounts and partner advantages.
• Continuous development, training, and career growth opportunities.
• Supportive leadership and a collaborative team culture.
• Work environment at one of New Zealand’s most beautiful luxury hospitality locations.
• Efforts to arrange consecutive days off to promote employee wellbeing.
• Note: Due to the remote site location, applicants must have dependable transportation and valid work rights in New Zealand.

How to Apply

If you possess the required experience, leadership qualities, and a passion for luxury hospitality, we encourage you to become part of our exceptional team and make a lasting impact.