Guest Services Team Leader
2 days ago
The Whakapapa whānau are a small but ambitious team, running year-round operations on the northern slopes of Mt Ruapehu. In winter, from June until October, this includes a world-class ski area. In summer, from December until April, this includes our summer sightseeing operation, heroing our iconic Sky Waka gondola. Each year we welcome hundreds of thousands of manuhiri (guests) to Whakapapa, many with life-long connections to the maunga (mountain) and surrounding region, some even third or fourth generation.
- Mō te tūnga | About the role_
We’re on the lookout for a passionate and experienced Guest Services Team Leader to oversee our Guest Services crew at Whakapapa this coming Winter season. This leadership role is central to delivering outstanding guest experiences, supporting the team day-to-day, resolving escalations, and ensuring our operations run smoothly. You’ll be the go-to person for the team, championing great service, driving performance, and fostering a positive and collaborative culture across departments.
Key tasks:
- Lead the Guest Services team, supporting daily operations and guiding a high-performing, guest-focused crew
- Manage escalated guest complaints, refunds, and resolutions to ensure timely and positive outcomes
- Support product knowledge, sales, and booking communications across the team
- Drive operational improvements by identifying efficiencies and opportunities to enhance the guest experience
- Oversee rostering, recruitment, onboarding, training, and performance management
- Lead departmental procedures, including missing persons, ski area incidents, and lost and found
- Complete administrative and reporting tasks to support business operations
- Champion a strong health, safety, and wellbeing culture, ensuring full adherence to the Whakapapa Safety Management System
This is a full-time opportunity from May to October, offering 30+ hours per week (Monday to Sunday).
- Ngā pūkenga me ngā wheako ōu | Your skills and experience_
- Proven experience in guest services or the ski industry (ideally 3+ years)
- Strong leadership capability, with experience managing people, performance and team outcomes
- Experience with recruitment, onboarding, training, and rostering
- Excellent communication skills and confidence managing conflict and guest escalations
- Strong business and operational understanding, with the ability to contribute to planning and decision-making
- Proficiency in Microsoft Office and general administrative systems
- Knowledge of relevant employment, health, and safety practices
- A positive, fun and happy personality
For more information on the role, check out the position description
- Ngā āhuatanga kei a mātou | What we offer_
Gear up for the ultimate work adventure at Whakapapa. Joining Whakapapa unlocks a number of perks:
- A complimentary season pass for skiing and / or snowboarding, and access to day pass discounts for friends and family
- Free beginner and intermediate group lessons. Don't have equipment? You'll receive discounts on that too
- Exclusive food and beverage, and retail discounts, for use in Whakapapa's cafes and store
- Guaranteed base hours for all full-time and part-time staff
- Priority access and discounts to our on-mountain medical centre services
Your Whakapapa whānau experience is not just a job: you will build lifelong memories and experiences in one of the most beautiful and culturally significant places on earth
Remuneration range $30 to $33 per hour - depending on experience
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