Nzski - Guest Services Head of Department - The

6 days ago

Queenstown, New Zealand Trojan Holdings Ltd Full time

**Guest Services HOD - The Remarkables**

This role takes in all that is required to oversee and coordinate the delivery of exceptional service to our guests atop The Remarkables while leading the Guest Services team. Guest Services are often where our guests’ first direct experience with NZSki begins. The Guest Service teams play a vital role in creating a memorable and exceptional piece of our customer journey, delivering on our promise to our guests.

**About the role**
- Part of the NZSki HOD team, you will report to the Ski Area Manager. You will be responsible for providing operational leadership to help develop and deliver the business promise and brand promise to our customers, align your communication and behaviour with our company strategic objectives, as well as delivering on our Remarkables targets.
- The position requires administration of our Intouch / Gravity sales environment and a strong working knowledge of our electronic and online sales systems at all levels.
- This role requires strong working relationships and positive effective communication with the Snowsports & Schools at CP and RE, The Snow Center, other Ski Area GS HODs, GS Systems and Operations specialist, and takes direct responsibility for the operation and performance of The Remarkables' Guest Services during winter. You will be managing a team in a fast-paced environment that presents a diverse range of challenges daily.
**About You**
- You have shown us how much you care about customer experience at NZSki
- Team leadership experience
- Agile thinker, highly responsive to innovation, and demonstrated support for continuous change
- Proven record in working to operational plans and achieving KPIs
Flexible with work hours to meet business requirements, especially during winter months
- Decisive, hands-on and confident use of leadership language
- Works effectively within a team as well as in a leadership role
- Competent with analysing and responding to sales data and rends, to optimise sales.
- Accuracy and attention to detail in GS as well as Snowsports processes
- You will have the ability to lead, coach and motivate the Coronet Peak Guest Services team to deliver exceptional customer experiences.
- You have a radar for design thinking and identifying opportunities for continual improvement of our operational sales systems. You are a team player, supporting the implementation of new technology and systems. You have a passion for NZSki’s focus on customer experience.
**Further Information**
- This is an exciting role that offers growth and development and the opportunity to become a part of the HOD leadership team within NZSki.

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