Duty Manager, Ngati Awa Tourism
Location: Whakatane
Job Type: Full Time
Duration: Permanent
Oversee the daily operations of Awa motel. As a Duty manger you will play a pivotal role in ensuring the smooth running of the motel, providing exceptional guest service. You will manage guest reservations, tour bookings, check-ins, check-ins, check-outs, handle complaints, supervise staff, ensure cleanliness and safety standards and maintain a positive and welcoming environment for all guests
Key Relationships - Internal
*Housekeepers
*Accounting and finance staff
*Maintenance staff
*NATL Management
*All other NATL staff
Key Relationships - External
*Suppliers
*Customers
*Tourism agents
*Community groups
*Government and Local Council Departments
*Legislative/Compliance Requirements
Responsibilities and Key Accountabilities.
Operational Management
*Manage motel and tour operations effectively
*Support housekeeping and maintenance staff to ensure smooth operations
*Monitor room availability, bookings and occupancy to optimize room sales and ensure efficient allocation
*Ensure that all motel facilities are well maintained, safe and clean, addressing any maintenance issues promptly
*Maintain an organised and efficient front desk area, ensuring that all reservations and guest details are accurately entered into the system
*Oversee ordering of products for Reception and Housekeeping
*Daily data entry/completion of reception balancing in conjunction with the Accounts department, including banking twice a week
*Assist staff so complaints are dealt with in a timely manner in accordance with the company complaints policy
*Oversee and provide rosters for reception and housekeeping staff in a timely manner/scheduling of rosters in Deputy
*Provide support after hours when required – e.g emergency callouts, customer requests or complaints, staff queries, arranging last minute cover for staff, on call person for late arrivals
Values
*Ensure the best interests of the Ngāti Awa Tourism Limited (NATL) are always represented and our vision and values are reflected in your own and your peer’s behaviors and in the professional way the role is performed.
Financial and Administrative
*Assist in processing payments, including handling cash, credit cards and invoices
*Keep track of motel expenses and ensure adherence to budget guidelines
*Prepare daily operational reports
*Complete Financial and departmental reporting with NATL General Manager
Health, Safety and Wellbeing
*Ensure compliance with all health and safety regulations, including emergency procedures, fire safety and general housekeeping standards
*Regularly inspect rooms, public areas and facilities to maintain cleanliness and safety
*Ensure NATL’s documentation and procedures are understood and implemented to ensure risks to health and safety of those in the workplace are eliminated and/or controlled
*Accurately report all work-related hazards, incidents and accidents and implement any follow-up corrective actions
*Regularly attend Health & Safety training, ensuring certification is current, as required
*Ensure active worker participation and engagement in NATL’s health & safety and wellbeing practices and projects
Person Specification
*Previous management experience in the hospitality industry
*Ability to work early morning shifts, weekends, and public holidays.
*Excellent written and verbal communication skills suitable for a business environment.
*Proficiency in Microsoft Word, Excel, internet, and email for general administration tasks.
*Demonstrates self-motivation, initiative, and responsibility when working unsupervised, with a proactive ‘can do’ attitude.
*Effective and productive team leadership skills, with the ability to support and guide staff.
*Ability to handle complaints professionally and ensure customer satisfaction.
*Demonstrates an affinity with Ngāti Awa values, culture, and aspirations, and integrates these into work practices.
*Possession of a full driver’s license.
*LCQ – Managers Certificate
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