Sofitel Wellington invites you to elevate your career as a Front Office Duty Manager, where luxury meets impeccable service.As a Full-time Duty Manager, you play a key role in ensuring the consistency, quality, and excellence of our front office operations. You will support the Front Office Manager, and other Duty Managers while taking ownership on your shifts and leading your team with professionalism and pride.Primary Responsibilities:Managing day to day operations of the Front Office while leading the team and supporting the Front Office Manager to run a operationally smooth departmentShift Ownership - Taking full responsibility for hotel operations during assigned shifts, including decision making and follow-upTeam Leadership - Conduct shift briefings, coach and support team members, and ensure appropriate desk coverageMaintain accurate Duty Manager logs, incident reports and detailed shift handovers Handle guest enquiries and complaints, oversee arrivals and departures, and ensure smooth handovers between shifts. Delivery of excellent guest service by coordinating the link between hotel and guests and hotel operationsAnalyze customer feedback and make recommendations to leadership team to develop actions and working methods to enhance hotel services and offersVIP and ALL Recognition - Ensure VIP guests and ALL loyalty members receive personalized service and applicable benefitsIdentify opportunities for room upgrades and additional revenue by upselling to the guestsMaintain guest database through updating Opera Cloud guest profile with all necessary information relevant to the guests stay. VIP levels updated in accordance to relevant hotel applicationsEnsure the safety and security of Hotel Guests and employees at the HotelOversee billing accuracy, cash handing, payment settlements and shift reconciliationsMaintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentialityDue to the nature of the hotel industry, flexibility on working weekends, nights and public holidays is requiredThis role is Permanent Full-Time (40 hours per week) - Must hold full NZ working rights. 
