Guest Experience Team Leader

4 days ago

Mangere, New Zealand THL Full time

Are you passionate about travel, people, and delivering exceptional customer service? Join our Auckland Rentals team as a Guest Experience Team Leader

Tourism Holdings Limited (thl) is the world's leading provider of holiday vehicles for rent and sale, operating under various brands across Australia, New Zealand, the USA, and the UK. Our brands include maui, Apollo, Britz, Cheapa Camper, Hippie, Mighty rentals, and more. We also design motorhomes through Action Manufacturing and create digital products via thl Digital.

Collectively we represent over 15 RV brands, each with strong brand equity and local heritage in the markets they operate. Amplified by our connections to the broader tourism industry and manufacturing sectors.

**About the Role**:
As the Guest Experience Team Leader, you’ll be the daily frontline leader for our guest service team, driving performance, productivity, and service excellence. Your focus will be on exceeding guest expectations, achieving sales and strategic targets, and championing a positive team culture.

**What**You’ll** Do**:

- Lead, coach, and motivate the FOH guest service team to deliver outstanding customer experiences.
- Implement and uphold service standards and procedures.
- Analyse guest feedback and develop strategies to enhance satisfaction.
- Resolve guest issues with empathy and professionalism.
- Support Duty Managers with recruitment, performance management, and planning.
- Coordinate daily operations and effective rostering.
- Champion continuous improvement and best practice across the branch.
- Promote a strong health and safety culture.

**What**We’re** Looking For**:

- Experience in customer service, sales, hospitality, travel & tourism, or retail (supervisory/team leader level preferred).
- Proven sales ability and a passion for exceeding targets.
- Strong conflict resolution and staff development skills.
- Excellent communication, attention to detail, and time management.
- Ability to thrive in a fast-paced, multicultural environment.
- Restricted Driver’s License (or higher) required.
- Second language skills (especially German, French, Spanish, Mandarin, or Korean) are a plus.

**Why Join Us?**
- Be part of a dynamic, supportive team.
- Opportunities for professional growth and development.
- Make a real impact on guest experiences and team success.
- Your privacy is important to us. Our privacy policy explains how we collect, process, use, store and disclose your personal data, as well as your rights associated with that data.
- This policy is provided in a layered format so you can click through to the specific areas set out below. Please also use the **Glossary** at the end of the document to understand the meaning of some of the terms used.

Job details
- Job family
- **NZ**
- Pay type
- **Hourly**
- Job start date
- **Friday, 10 October 2025**
- Waitomokia, Māngere, Auckland 2022, New Zealand

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