Guest Services Manager

Heritage Hotel Management operates Heritage, CityLife, and Heritage Collection Hotels within New Zealand.

At Heritage Hotels, our focus is delivering The Heritage Experience (T.H.E) which promises an exceptional and personalised experience every time a guest stays with us. Our H.O.P.E. values are Honesty, Ownership, Passion, and Empathy. We measure ourselves by these values and look for these attributes in all our employees.

Heritage Queenstown is one of Queenstown's iconic properties and conference venues with breathtaking views of the Remarkables mountain range and Lake Wakatipu. The property features 175 spacious guest rooms and suites with stunning forest, mountains, and lake views. Created from local schist stone, the hotel is reminiscent of an alpine ski lodge and celebrates the beauty of the surroundings.

About the role:

Heritage Queenstown is looking for a Guest Services Manager to join our Front Office team.

As a Guest Services Manager, you're a natural-born leader, and the idea of mentoring a hard-working team only inspires you more. Whether you're checking in a group, looking after guest accounts, or completing room checks, you'll be passionate about delivering and creating exceptional and personalised experiences for our guests.

You will be overseeing all aspects of daily hotel operations and providing assistance across all departments will be part of your daily routine. Handling the day-to-day operations of our front office will also be high on your priority list. You will be responsible for ensuring our guests are satisfied with their experience and solving any problems that arise; including adhering to security protocols and handling guest inquiries and complaints.

Employment type: Permanent full-time, 40 hours per week

Location: +1 Fernhill Road, Fernhill, Queenstown, Otago Region

What we are looking for from the successful candidate:

At least 3 years of experience in a hotel's front office department as a senior team member is a must
Exceptional customer service
Ability to handle guest complaints and resolve issues
Ability to train and supervise team members
Attention to detail
Ability to use our Hotel Operating System, Opera Cloud
Of course, a hotel isn't just a +-5 environment and that's part of the magic; so you'll need to be available to work a range of shifts across any given week. It could be early mornings or late finishes, so flexibility is important.
Having LCQ certification and a valid manager's certificate is desirable
Benefits:

Continued professional development and opportunities to move around the 10 properties we have across New Zealand
Staff discounts with preferred partners, as well as discounted hotel stays
A great staff recognition programme and an active social club
Staff meals during your shift
We're a great place to work!
If this sounds like something you’re passionate about, we would love to hear from you!

NZ residents/citizens are highly encouraged to apply.