Senior Duty Manager - Front Office | Mercure Tauranga

Senior Duty Manager - Front Office | Mercure Tauranga

At Mercure, we celebrate the spirit of discovery, genuine hospitality and the unique character of every destination. As part of Accor, one of the world's leading hospitality groups, you'll have the opportunity to build your career with an internationally recognised brand that values its people, service excellence and continuous development.

We're looking for an experienced hotel professional to join our leadership team as Senior Duty Manager – Front Office.

This is a 100% operational, shift-based leadership role. You'll spend your time where great hospitality happens, on the hotel floor, supporting your team, engaging with guests and leading the Front Office operation with confidence and professionalism.

Whether you're leading the Reception team during busy periods or independently managing the Front Office operation, you'll set the standard through visible leadership, sound decision-making and a genuine passion for creating memorable guest experiences.

This is an excellent opportunity for an experienced Duty Manager, Front Office Supervisor or Senior Receptionist ready to take the next step in their hotel career.

Employment Details

• Permanent, full-time position
• Based at Mercure Tauranga, Tauranga, Bay of Plenty, New Zealand
• Guaranteed minimum of 30 hours per week
• Salary: $60,000 to $64,000 per annum
• Rotating seven-day roster, including mornings, evenings, weekends and public holidays
• Minimum 2 years' relevant hotel experience required, with 2 to 4 years preferred
• Previous supervisory experience required
• No formal qualification required

About the Role

As our Senior Duty Manager – Front Office, you will take ownership of the Front Office operation throughout your shift while remaining actively involved in day-to-day operations.

You'll lead by example, coach and support your colleagues, maintain exceptional service standards and ensure every guest receives a warm, personalised and memorable experience.

This is not an office-based management role. Your success will come from your operational expertise, visible leadership and ability to inspire confidence in both guests and colleagues.

Key Responsibilities

• Lead and take ownership of the Front Office operation during your shift.
• Deliver exceptional guest experiences that reflect Mercure and Accor standards.
• Lead by example while actively supporting the Reception team throughout your shift.
• Independently manage the Front Office operation when rostered.
• Coach, mentor and develop Front Office team members through everyday leadership.
• Resolve guest enquiries, complaints and operational issues professionally and efficiently.
• Maintain high standards of presentation, service delivery and operational excellence.
• Ensure compliance with hotel policies, payment procedures, financial controls, health and safety and security requirements.
• Work collaboratively with Housekeeping, Food & Beverage, Maintenance and other departments to ensure seamless hotel operations.
• Complete daily administrative responsibilities, including accounts receivable tasks, commission checks and guest review management.
• Support accurate cashless payment processes, Front Office financial controls and shift reconciliation requirements.
• Identify opportunities to improve service delivery, operational efficiency and guest satisfaction.
• Promote Accor Live Limitless (ALL) membership and maximise guest loyalty opportunities.
• Support hotel management in responding to operational matters and incidents arising during your shift.

What Success Looks Like

In this role you will:

• Lead confident, well-organised Front Office shifts.
• Deliver consistently exceptional guest experiences in line with Accor standards.
• Support and develop a high-performing Front Office team.
• Maintain strong operational discipline and financial accuracy.
• Take ownership, solve problems proactively and continuously identify opportunities for improvement.
• Contribute to outstanding guest satisfaction, positive online reviews and strong loyalty enrolment.

About You

You're an experienced hotel professional who understands that the best leaders are visible, approachable and operational.

You thrive in a fast-paced hotel environment, remain calm under pressure and enjoy supporting your team while delivering exceptional guest experiences.

To be considered for this position, you will bring:

• A minimum of 2 years' relevant hotel experience, with 2 to 4 years preferred.
• Previous supervisory experience within a hotel environment.
• Strong Front Office operational knowledge and the confidence to lead busy hotel shifts and make sound operational decisions.
• Excellent communication, leadership and coaching skills.
• A genuine passion for hospitality and personalised guest service.
• Strong organisational skills and attention to detail.
• A proactive, reliable and solutions-focused approach.
• A commitment to accountability, teamwork and continuous improvement.
• Flexibility to work a rotating seven-day roster, including mornings, evenings, weekends and public holidays.
• Experience with Opera Cloud PMS is preferred but not essential.
• Previous Accor experience is advantageous but not essential.

No formal qualification is required for this position.

Why Join Mercure?

At Mercure, our leaders live our values every day.

Agile – You adapt quickly, embrace change and remain calm under pressure.

Reliable – You take ownership, lead with integrity and consistently support your guests and colleagues.

Enthusiastic – You bring positive energy, inspire those around you and genuinely enjoy creating memorable guest experiences.

Why Join Us?

• Join Accor, one of the world's largest hospitality groups.
• Build your career with genuine opportunities across New Zealand and internationally.
• Access Accor Heartist benefits.
• Enjoy worldwide accommodation, dining and lifestyle discounts.
• Ongoing learning, development and career progression.
• Work alongside an experienced and supportive leadership team.
• Be empowered to make decisions and have a genuine impact on the hotel's success.
• Play a key role in the continued growth of Mercure Tauranga.

If you're passionate about hospitality, enjoy leading from the front and are ready to take the next step in your career, we'd love to hear from you.

Apply now with your CV and cover letter and become part of the Mercure Tauranga team.