Team Leader - Operations

Ibis Wellington is one of Wellington's largest economy hotels, conveniently located within walking distance of the city's major venues, including Tākina, Te Papa, TSB Arena and Sky Stadium.

Our hotel offers consistency and efficiency for business and leisure travellers, as well as large groups and events, with our vibrant Vivant! Restaurant & Bar offering a generous buffet breakfast, lunch, dinner and a selection of beverages.

We are looking for an experienced and enthusiastic Team Leader for our Front Office/Food & Beverage Department, to join our team. This is an exciting opportunity for a hospitality professional who enjoys working across multiple departments, leading by example and creating memorable guest experiences.

As our Team Leader for Front Office/Food & Beverage, you will play an important role in supporting the day-to-day operations of both our Front Office and Food & Beverage teams. You'll lead by example on shift, providing guidance and support to team members while ensuring our guests receive outstanding service at every touchpoint.

Working closely with department leaders, you'll assist with coordinating daily operations, maintaining service standards and creating a positive and collaborative team environment.

Ideally, you'll hold a current Manager's Certificate (or be eligible to obtain one) and be confident undertaking Duty Manager responsibilities under the Sale and Supply of Alcohol Act. Alongside supporting our Front Office and Food & Beverage teams, you'll help maintain a safe and welcoming environment for guests and team members throughout your shift.

 

This is a full-time position (40 hours per week) operating on a rotating 7-day roster, including mornings, evenings, weekends and occasional overnight shifts.

What You'll Be Doing

Front Office

• Support the daily operation of the Front Office team.
• Assist with guest arrivals, departures and enquiries.
• Lead by example in delivering exceptional guest service.
• Support team members during busy service periods.
• Ensure guest accounts, reservations and room allocations are processed accurately.
• Respond to guest feedback and help resolve concerns professionally.
• Maintain effective communication with all hotel departments.
• Ensure hotel standards and procedures are consistently followed.

Food & Beverage

• Support the smooth operation of Vivant! Restaurant & Bar.
• Lead by example and assist the team in delivering exceptional dining experiences.
• Ensure service standards are maintained across breakfast, lunch, dinner and bar operations.
• Assist team members with product knowledge and service delivery.
• Support training and onboarding of new team members.
• Promote food and beverage offerings through confident upselling.
• Ensure compliance with food safety, licensing and health and safety requirements.
• Assist in responding to guest feedback and service recovery opportunities.

Duty Management

• Act as Duty Manager during assigned shifts.
• Support the safe and efficient operation of the hotel.
• Assist with managing guest concerns and operational issues.
• Conduct regular hotel walkthroughs and operational checks.
• Complete shift handovers and required reporting.
• Support communication and coordination between departments.
• Respond appropriately to incidents and emergency situations.

Team Leadership

• Lead by example with a positive and hands-on approach.
• Provide coaching, guidance and day-to-day support to team members.
• Foster a positive team culture focused on collaboration and guest satisfaction.
• Assist with onboarding and developing new team members.
• Support continuous improvement initiatives across Front Office and Food & Beverage operations.
• Champion Accor values and service standards.

What We're Looking For

• Previous experience in Front Office and/or Food & Beverage operations within a hotel environment.
• Previous experience in a Team Leader, Supervisor or Duty Manager role.
• Strong knowledge of restaurant, bar and guest service operations.
• Current LCQ qualification and Manager's Certificate, or the ability to obtain and maintain relevant licensing.
• Understanding of New Zealand liquor licensing requirements and responsible alcohol service.
• Excellent communication and interpersonal skills.
• A passion for hospitality and creating great guest experiences.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Flexible approach to working across multiple departments.
• Availability to work a rotating roster including weekends, evenings and occasional overnight shifts.
• Current New Zealand working rights.

• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Work Your Way - Flexibility to ensure a work life balance!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Accor's refer-a-friend bonus
• Meals on shift & parking onsite
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.