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NZSki - Head of Guest Services and Re...

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NZSki - Head of Guest Services and Reservations (Snowcentre)


​ ​We currently have an exciting opportunity within our leadership team as Head of Guest Services and Reservations based in downtown Queenstown in our Snow Centre. This is a permanent full time position. As one of our first points of contact our Snow Centre teams play a vital role in creating memorable and exceptional experiences on our customer journey, delivering on our promise to our guests. In this role you would be responsible for leading our customer response, supporting ongoing day to day sales and taking the lead on embedding sales campaigns across our Reservations and Guest Services teams. Key to this role is the leadership and management of our Call Centre/Reservations and Guest Services teams. About the role Primary focus is to build a highly trained Customer Response and Guest Services team in our snowcentre location. Maintain consistency in our customer response comms and sales techniques. Set professional standards for customer comms across NZSki Responsibility for delivering on NZSki’s customer experience strategy Ensuring Queenstown Guest Service and Reservations teams are supported and informed to allow for the highest level of customer service and operational excellence. Analyse customer feedback data to provide business insights to the Reservations and Snowcentre teams Operational tasks including the management of the instalment programme (including customer comms and follow up), development and deployment of training documentation, and rostering as per work force plans. To deploy appropriate customer facing messaging where required with guidance from GM Customer and Marketing team. Ensure adherence to NZSki’s Customer Data policy. Maintain communications with Schools & Groups over summer period. Responsible for recruitment plan for hiring /preparations for winter on-boarding and ensuring appropriate Snow Centre /Reservations staffing pre and post-season Provide support for General Manager Customer. Involvement in policy review including input to any new / revised NZSki Policies Utilize Terms & Conditions insights from direct customer feedback to ensure GM Customer Experience has all relevant insights for review process of NZSki T&C’s. This role requires strong working relationships and positive effective communication with the Snowsports Schools at CP and RE, other Ski Area GS HODs, GS Systems and Operations specialist, and takes direct responsibility for the operation and performance of the Queenstown Snow Centre during winter. You will be managing a team in a fast-paced environment that presents a diverse range of challenges daily. Willingness to look across the entire business to find opportunities to improve all our customer experience touchpoints About You Ideal candidate will hold some or all of the below attributes and /or qualifications: Previous leadership experience is essential Works effectively within a team as well as in a leadership role You will have the ability to lead, coach and motivate the Snow Centre Guest Services team to deliver exceptional customer experiences. Be a great listener, able to adjust quickly when and where plans change and different responses are required. Agile thinker, highly responsive to innovation, and demonstrated support for continuous change Understanding of POS systems and In Touch application administration Experienced professional in tourism sales and customer experience would be advantageous Attention to detail Savvy with technology, comfortable aligning with new online customer processes and systems. Experience writing post-purchase/post-visit customer comms where required Relevant tertiary level qualification is preferred. Flexible with work hours to meet business requirements, especially during winter months. Snow Centre is open early and closes between 7-9pm daily. Competent with analysing and responding to sales data and rends, to optimise sales. ​Applications close 24 October 2021 Powered by JazzHR
Trojan Holdings
October 8 on The Resumator
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