Front Office Manager - Hawke's Bay New Zealand

Job Description

This is a full time (45 hours over 5 days per week) permanent role, offering a competitive salary. We are seeking an experienced and motivated Front Office Manager to lead our Front Office team and deliver exceptional guest experiences at our award-winning luxury lodge.

Reporting to Hotel Management, this position is responsible for the effective leadership and daily operation of the Front Office Department, ensuring the highest standards of guest service, team performance, and operational excellence are consistently achieved.

Key Responsibilities

• Lead, supervise, mentor, and develop the Front Office team, including Assistant Front Office Managers, Reception, Guest Experience and night teams.
• Manage the day-to-day Front Office operation, ensuring exceptional guest service standards are maintained at all times.
• Recruit, train, coach, and support team members to achieve departmental and individual performance objectives.
• Develop and implement departmental procedures, standards, and service initiatives.
• Conduct regular team meetings and performance reviews.
• Manage guest arrivals, departures, requests, feedback, and complaint resolution in a professional and timely manner.
• Ensure effective communication and coordination between all hotel departments to deliver seamless guest experiences.
• Prepare and distribute daily operational reports and departmental updates.
• Liaise with the Accounts team regarding guest invoices, payments, and account reconciliation.
• Monitor reservations, guest preferences, and special requirements to ensure personalized service delivery.
• Support succession planning, talent development, and workforce planning within the department.
• Ensure compliance with company policies, procedures, and health and safety requirements.
• Anticipate operational challenges and implement effective solutions to maintain service excellence.

What you will bring

The successful candidate will be a passionate hospitality professional with proven leadership experience in luxury accommodation environments and a commitment to delivering exceptional guest experiences.

Requirements

• Minimum of 4–5 years' management experience within Front Office operations in a luxury hotel, lodge, or five-star resort environment.
• Qualification in Hotel Management, Hospitality Management, Business Management, or a related field
• Must have a valid full drivers license.
• Due to our remote location, applicants must have their own reliable vehicle.
• Demonstrated experience leading and developing high-performing hospitality teams.
• Strong knowledge of Front Office operations, guest services, and hotel systems.
• Advanced working knowledge of Opera Property Management System (PMS).
• Intermediate to advanced proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Excellent verbal and written communication skills in English.
• Strong leadership, coaching, and people management capabilities.
• Proven ability to resolve guest concerns professionally and effectively.
• Strong organizational, problem-solving, and decision-making skills.
• Ability to work flexible hours, including weekends, public holidays, and occasional overnight shifts when required.
• Additional language skills, including Mandarin, would be advantageous.

What we offer

• Competitive remuneration package.
• Daily staff meals prepared by our culinary team.
• Access to the Rosewood Perks Programme, including a range of discounts and partner benefits.
• Ongoing learning and development, and career progression opportunities.
• Supportive leadership and a collaborative team environment.
• The opportunity to work in one of New Zealand's most stunning luxury hospitality destinations.

About Us

Far out to the east of Hawke’s Bay wine country, Rosewood Cape Kidnappers sits atop rolling hills and rugged cliffs that give way to vast sea views and an ever-present horizon.Home to not only a lodge and spa, this unique property also boasts one of the world’s top golf courses, a sanctuary for some of New Zealand’s most precious flora and fauna, and a working farm. Warm and enveloping, Cape Kidnappers generous suites offer sumptuous comfort and awe-inspiring views in equal parts.Ranked as one of the top two hotels in New Zealand and Australia by Travel + Leisure, and within the top 20 hotels in the world by Conde Nast Traveller, Cape Kidnappers delivers exclusive guest experiences including the Can-Am Farm Tour, Shepherding Experience, day and night Sanctuary tours, Cape Kidnappers Gannet Colony and much, much more.