QT Queenstown Guest Services Manager

  • QT Wellington
  • Queenstown, New Zealand
  • 29 Jul, 2022
Full time Hospitality, Tourism and Travel

Job Description

Incomparable views over the crystal clear Lake Wakatipu and breath-taking peaks of the Southern Alps set the scene at QT Queenstown.

Sitting pretty in nature's playground, this lush lakeside resort emulates nostalgic alpine and après-ski ambiance – perfect for the pleasure seeking adventurer.

Get your luxury with a side of the signature QT quirk in your new favourite place to stay and play in the stunning Southern Alps.

About the business 
Our passion is people. Designers, housekeepers and chefs, DJ’s, engineers, porters, baristas and accountants. We’re for the passionate. The progressive. We include. We nurture talent and promote internally. When you work here, you don’t just come to work, you bring yourself to work. Of course we love great food. Natural service. Beautiful art, elegant design. Cocktails. Music. Luxury. QT is part of EVENT Hospitality & Entertainment, a proudly Australian-owned company with over 100 years’ experience in hospitality, entertainment and leisure in Australian & New Zealand. 

The Role

QT Queenstown is looking for an experienced full time Guest Services Manager to join our busy and enthusiastic Front Office Team. This position involves general day to day management of the hotel ensuring all hotel procedures/policies are upheld to a high standard. This person will have the ability to lead and provide personal development within our team, assist for any general guest enquires and will be required to think on your feet to problem solve in a diligent manner.

The successful candidate will have:

  • Experience in a Front Office department
  • The ability and knowledge to help in other departments when required, such as Food & Beverage
  • Excellent communication and customer service skills
  • The personality to fit the QT brand
  • Ability to manage and exceed customer service expectations
  • Ability to be calm and work well under pressure
  • OPERA experience is a bonus
  • Available to work on a 7 day rotating roster
  • This is a full-time position with guaranteed 40 hours per week

As Guest Services Manager you will be required to assist in the overall daily operations of the Hotel and Manage where required in the absence of senior management.

The successful candidate will have a great opportunity to work in a young and vibrant team with plenty of room for growth within the company.

To learn more about us, please visit www.qtqueenstown.com

Benefits & perks

Renowned for our refreshingly local, down-to-earth experiences.

Incredible team member discounts from your first day on-the-job.

50% off stays at EVENT hotels – Rydges, QT, Atura, JUCY Snooze and more

Rapid career growth opportunities through our EVENT network.

Local community involvement, volunteering and charitable giving. 

Australia and NZ’s largest and most diverse experiences company
* Preference will be given to either New Zealand citizens or Permanent Residents.


Job Description

Title: Guest Services Manager

Reports to: Front Office Manager and/or Hotel Manager

Position Overview: The Guest Services Manager co-ordinate and oversee the running of the hotel in the absence of Executive Management.  During hours where executive management is present, the Guest Services Manager form part of the Front Office Department.

  • In the absence of Executive Management, the Duty Manager will have the following responsibilities:
    • Oversee and co-ordinate operational activities of all departments while maintaining the established standards of service.
    • Guarantee the running of the hotel in accordance to hotel policies, procedures, guidelines and manuals to ensure compliance, safety and profitability.
    • Handle, record and report all incidents which have occurred in the hotel. These incidents can either affect an employee, third party, event based incidents or evacuation of the hotel.
    • Handle, record and report all guest comments and complaints with tact, diplomacy, urgency and a genuine sense of caring at all times.
  • Take direction from Front Office Manager and General Manager as well as maintaining a proactive approach.
  • Ensure all Liquor Licensing Laws are observed and complied with by all staff for the hotel’s Licensing Regulation requirements.
  • Follow and enforce the hotel policies, procedures, guidelines and manuals to ensure compliance, safety and profitability. 
  • Handle, record and report all incidents which have occurred in the hotel. These incidents can either affect an employee, third party, event based incidents or evacuation of the hotel.
  • Ensure all incidents, injuries and hazards are reported, reviewed and preventative/corrective measures are taken.
  • Handle, record and report all guest comments and complaints with tact, diplomacy, urgency and a genuine sense of caring at all times
  • Have full working knowledge of the hotel’s computer/IT systems.
  • Direct, supervise and assist colleagues to ensure a high level of productivity and service standard within the department at all times. 
  • Ensure a full understanding of all job responsibilities within the Front Office Department in order to cover this position in their absence. 
  • Support and actively cultivate an environment of positive service within the department to ultimately achieve a level of service quality that consistently meets and exceeds the expectations of guests and team members.
  • Anticipate and attend to guest requests and/or comments in a timely manner and effectively communicating and logging feedback.
  • Ensure that all preparations necessary has been done for arriving and/or departing guests, groups, VIP’s etc.
  • Take effective action to resolve any foreseen problems to prevent complaints.
  • Warrant an effective system of quality control by utilising shift checklists, revision of procedures and implementation of standards.
  • Provide feedback and practical suggestions on how to increase team morale, team development, team retention and service levels in order to ultimately achieve overall better results.
  • Assist management while on shift through any crisis management action plans ensuring the safety of those present at the time.
  • Actively stay up to date with hotel, EVENT and/or area information, objectives, policies and procedures.  Ensure to communicate any and all of these updates or changes to the team and/or affected departments.
  • Take an active role in maximising the average rate and occupancy while controlling costs.
  • Assist the Front Office Manager with operational duties such as guest complaints, health and safety, security etc.
  • Assist, recommend and implement training of new Front Office Team members with emphasis on structured on-the-job training.
  • Ensure the accurate record keeping of all training checklists to ensure that all training aspects are documented, tracked and reviewed regularly.
  • Review guest bills and follow up on those exceeding hotel limits.
  • Promote Priority Guest and assist guests enrolling into the program.
  • Promote EVENT properties to guests wherever possible.
  • Be a brand ambassador for the hotel as well as Event Hospitality & Entertainment.
  • Give assistance and support to other departments and/or colleagues when needed. 
  • Attend and participate in all scheduled meetings, training and development programmes.
  • The ability to identify, analyse and resolve problems that may arise within the operations of the hotel.
  • Communicating effectively in a caring, fair and professional manner.
  • People focused providing leadership, guidance and assistance to colleagues where needed.
  • Guest focused, providing efficient, friendly and professional service to all guests.
  • Work together with trust and integrity with the aim to create a positive, professional environment of growth, development and profitability.