Front Office Manager

JobsCloseBy Editorial Insights

Radisson Hotel Group in Auckland is seeking a full‑time Front Office Manager to lead the front desk and guest services, ensure smooth operations across departments, manage VIP arrivals, and mentor the team with a hands‑on leadership style. You’ll drive guest satisfaction, optimize occupancy and ADR, oversee check‑in/out, and uphold health, safety and brand standards while delivering strong service recovery. Indicators of success include guest scores, cross‑department collaboration, and compliant operations. To apply, highlight 5+ years in Front Office and Night Audit, Opera Cloud and Oracle, English proficiency, leadership, training, and problem‑solving with concrete results. Note sponsorship is not provided; NZ visa, residency or citizenship required.

Company Description

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

Job Description

Is making every moment matter your true passion? Join us At Radisson Hotel Group, where delivering memorable moments is not just a skill but a heartfelt commitment. Ready to turn every check-in and check-out into an unforgettable experience?

We are currently seeking an Front Office Manager to join our vibrant team. At Radisson Hotel Group, we are in search of individuals who go beyond the resume – those with character, skills, talents, and a passion for creating memorable experiences.

As the Front Office Manager, you bring an unmatched level of dedication, a focus on delivering exceptional service, and a genuine passion for creating positive guest experiences to our dynamic Front Office Team.

Our Front Office Managers love the hustle and bustle of life! It’s not just about check-in and check-out. It’s about everything in-between.

INDICATORS OF SUCCESS

• Achieves or exceeds guest satisfaction scores related to rooms, cleanliness, and service
• Maintains high room occupancy and ADR in alignment with revenue and yield strategies
• Delivers consistently high room and public area cleanliness standards in line with brand expectations
• Ensures smooth, efficient front office and housekeeping operations with minimal guest complaints
• Ensures compliance with health, safety, and brand standards audits
• Builds effective cross-departmental collaboration, especially with Maintenance, Revenue, and Sales
• Effectively manages VIP arrivals, special requests, and service recovery situations
• Drives upselling performance through front desk and reservations teams
• Responds proactively to guest feedback and operational challenges to drive continuous improvement
• Efficiently contribute towards achieving GRI and GSS goals

AREAS OF RESPONSIBILITY

1. Front Office Operations

• Supervise daily front desk functions including check-in, check-out, room assignment, billing, and guest inquiries.
• Ensure smooth coordination between Front Office, Housekeeping, and other hotel departments.
• Maintain accurate room inventory, monitor overbooking, and manage upselling initiatives.
• Oversee cash handling, payment processes, and ensure compliance with financial procedures.

2. Guest Experience & Service Quality

• Handle guest complaints professionally, ensuring timely resolution and service recovery.
• Assist in managing VIP arrivals, special requests, and guest preferences.
• Ensure front office staff follow brand service standards and deliver exceptional guest interactions.

3. Team Leadership & Training

• Supervise, coach, and mentor front desk staff, bell staff, and concierge (where applicable).
• Conduct performance evaluations and participate in recruitment and onboarding of new associates.
• Implement training programs to improve service delivery, upselling, and communication.

4. Operational Administration

• Assist in preparing daily, weekly, and monthly operational reports for management.
• Support scheduling, payroll preparation, and ensuring adequate shift coverage.
• Monitor performance metrics and identify process improvements.
• Ensure compliance with hotel policies, safety protocols, and brand standards.

5. Manager on Duty (MOD) Duties

• Handle emergencies, guest escalations, and operational decisions when senior managers are absent.
• Conduct walk-throughs, ensure property readiness, and monitor public area appearance.
• Represent hotel management and maintain a visible presence during peak periods.

Qualifications

• Relevant Academic Qualification in hospitality
• 5+ years relevant experience in Front Office and Night Audit
• Proficient with Opera Cloud and Oracle applications
• Very good command of written and spoken English
• Strong problem-solving capabilities with the ability to adapt to changing environments
• Excellent leadership skills with a hands-on approach and lead-by-example work style
• Commitment to exceptional guest service with a passion for the hospitality industry
• Ability to find creative solutions, offering advice and recommendations
• Personal integrity, with the ability to work in an environment that demands excellence, time and energy
• Excellent ability to work collaboratively across functions
• Skilled with Microsoft Office software
• An open, positive and communicative personality
• Ability to handle multiple challenging priorities and assignments

Note: No sponsorship provided for this position. Only applicants holding a valid New Zealand work visa, Residency or Citizenship will be progressing to the shortlist.

Additional Information

Why Join Radisson Hotel Group?

Live the Magic of Hospitality - Be part of a team that creates exceptional experiences and memorable moments every day. Let your Yes I Can! spirit shine as you bring hospitality to life. 

Build a Great Career - No matter your background or experience, we invest in your growth, learning, and career development—helping you reach your full potential. 

Experience the Team Spirit - Join a workplace that’s inclusive, fun, and meaningful. We celebrate diversity, support one another and foster a sense of belonging through our Employee Resource Groups and inclusion initiatives.

Lead with Your Ambition - Your ideas, passion and drive matter! We empower you to make a difference—in hospitality, your community and beyond. 

Enjoy Global & Local Perks - No matter where you’re located, you’ll enjoy exclusive global benefits - like special hotel rates for you and your loved ones at our hotels worldwide. Plus, you’ll have access to local perks and rewards tailored to your country, making your experience even more rewarding! 

Enjoy benefits such as - up to 53% off your stay as a Team Member at over 1,500 Radisson Hotels worldwide
Guaranteed minimum of 30% off for your Friends & Family
Exclusive Discounts on Breakfast, Food & Beverage, Spa and more

Join us in shaping the future of hospitality! If you’re ready to bring your talent, energy, and passion, we’d love to hear from you.  

Apply now and let’s make every moment matter.  

We welcome applicants from all backgrounds, abilities, and experiences. If you need any adjustments during the application process, please let us know.