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Guest Experience Manager

3 weeks ago

Rotorua, Bay of Plenty, New Zealand Tangram Full time

Hana Lodge, a serene retreat in the heart of Rotorua, invites applications for a skilled Night Auditor to lead its nighttime operations team. As a critical component of our team, you will be responsible for ensuring seamless guest experiences, maintaining high service standards, and contributing to the lodge's reputation for excellence.

Main Objectives:
  • Manage all night shift activities, ensuring efficient operation and exceptional service delivery.
  • Provide welcoming assistance to guests upon arrival and departure, catering to their needs and resolving any issues promptly.
  • Prepare accurate and timely financial reports, including guest accounts and administrative tasks.
  • Address guest inquiries and complaints with tact and professionalism, finding effective solutions.
  • Maintain a safe and secure environment for guests by monitoring surveillance systems and addressing any concerns.

This role demands an adaptable individual who can thrive in a dynamic environment. The work schedule adjusts according to lodge occupancy, necessitating weekend and public holiday shifts.

Essential Qualifications:

  • Experience as a Night Auditor or in a comparable role within a luxury hotel setting.
  • Superb customer service skills, with a commitment to delivering superior guest experiences.
  • Flexibility to work varied schedules, including nights, weekends, and holidays.