Front Office Manager

About Radisson Hotel Group

Radisson Hotel Group ranks among the global leaders in the hospitality sector, operating over 1,500 hotels across more than 95 countries under ten unique brands. Our hallmark promise is that Every Moment Matters, delivered through our signature Yes I Can! service philosophy.

Our team members, known as Moment Makers, are essential to our ongoing success. We cultivate a culture and environment that empower everyone to bring their best every day, fostering memorable experiences everywhere, every time.

Role Summary

If you are passionate about crafting unforgettable guest experiences, Radisson Hotel Group invites you to become our Front Office Manager. In this role, you will lead with dedication to exceptional service and enthusiasm for optimizing guest interactions from check-in to check-out and beyond.

Key Performance Indicators

• Consistently meet or surpass guest satisfaction scores regarding room quality, cleanliness, and service.
• Maintain strong room occupancy rates and Average Daily Rate aligned with strategic revenue and yield goals.
• Ensure rigorous standards of cleanliness in rooms and public areas comply with brand expectations.
• Oversee the smooth operation of front office and housekeeping functions with minimal guest grievances.
• Adhere strictly to health, safety, and brand compliance audits.
• Foster strong interdepartmental collaboration, especially with Maintenance, Revenue Management, and Sales teams.
• Manage VIP guest arrivals, special requests, and service recovery efficiently.
• Drive upselling effectiveness via front desk and reservations staff.
• Respond proactively to guest feedback and operational challenges to promote continuous improvement.
• Support achievement of Guest Room Index (GRI) and Guest Satisfaction Survey (GSS) objectives.

Main Responsibilities

• Manage daily front desk activities including check-in, check-out, room allocation, billing, and addressing guest inquiries.
• Ensure seamless coordination between Front Office, Housekeeping, and other hotel departments.
• Maintain accurate room inventory, prevent overbooking, and lead upselling strategies.
• Administer cash handling and payment processes while complying with financial controls.
• Address guest complaints professionally, ensuring prompt resolution and effective service recovery.
• Oversee VIP arrivals, special guest requests, and ensure all staff uphold brand service standards.
• Lead, train, and mentor front office, bell staff, and concierge teams, including performance reviews and recruitment participation.
• Implement training initiatives aimed at enhancing service quality, upselling skills, and communication.
• Assist in generating daily, weekly, and monthly operational reports for management review.
• Coordinate scheduling, payroll processing, and maintain adequate shift coverage.
• Track performance indicators and identify opportunities for process improvements.
• Ensure compliance with hotel policies, safety guidelines, and brand standards.
• Serve as Manager on Duty during absence of senior managers, handling emergencies, guest escalations, and operational decisions.
• Conduct property walkthroughs to assure readiness and oversee public area presentation.
• Maintain a strong management presence during peak operational periods.

Qualifications and Skills

• Relevant hospitality academic qualification.
• Minimum of 5 years experience in front office operations and night audit functions.
• Proficiency with Opera Cloud and Oracle software applications.
• Excellent command of spoken and written English.
• Strong problem-solving skills with adaptability to dynamic work environments.
• Demonstrated leadership ability with a proactive, lead-by-example style.
• Commitment to outstanding guest service and enthusiasm for the hospitality field.
• Creative thinker capable of providing advice and tailored recommendations.
• High personal integrity, able to maintain excellence consistently under pressure.
• Effective collaborator across multiple departments.
• Advanced skills in Microsoft Office suite.
• Open, positive communicator with energetic personality.
• Ability to manage multiple priorities and demanding assignments simultaneously.

Additional Information

This position does not offer sponsorship; only candidates with a valid New Zealand work visa, residency, or citizenship will be considered.

Employee Benefits and Culture

• Join a team dedicated to creating extraordinary hospitality moments, embracing the Yes I Can! attitude.
• Opportunities for professional development and career growth regardless of background.
• A supportive, inclusive workplace celebrating diversity and fostering a sense of belonging through community and resource groups.
• Encouragement to lead with ambition, contributing ideas and passion to impact hospitality and community positively.
• Exclusive global benefits including up to 53% discount on stays at over 1,500 worldwide properties.
• A guaranteed minimum 30% discount for friends and family.
• Discounts on meals, beverages, spa services, and other hotel amenities.

We encourage applicants from diverse backgrounds and provide accommodations during the application process upon request.