Guest Services - Head of Department - Mt Hutt

This role oversees and coordinates the delivery of exceptional service to our guests while leading our Guest Services team. Guest Services are often where our guests' first 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

This role will lead the Mt Hutt Guest Services Department and collaborate with our larger NZSki Guest Services team. A key part of the Head of Department role is to provide an environment of continuous development of a customer centric culture, enabling our Guest Service team to deliver exceptional experiences for all our guests including via e-commerce, phone, email, and face to face.

• 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 Mt Hutt targets
• the position requires administration of our Intouch 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 Snowsports & local schools in the District, other Ski Area Guest Services Heads within NZSki, Guest Services Systems and Operations Specialist, and takes direct responsibility for the operation and performance Mt Hutt Guest Services during winter
• you will be managing a team in a fast-paced environment that presents a diverse range of challenges daily
• requires working in the weekend during winter

About You

You will be a confident and customer focused leader who is passionate about delivering exceptional experiences for our guests. With leadership experience, you bring a decisive, hands on leadership style and thrive in fast-paced, seasonal environments.

You will also bring:

• A minimum of two years' experience leading teams
• A minimum of three years' customer service experience
• Recruitment experience
• Experience working in the snow sports industry is preferred
• A strong passion for customer experience
• Proven ability to adapt and lead through change
• A track record of delivering to operational plans and achieving KPIs
• Strong understanding of POS systems, with experience using our Intouch application administration system preferred
• Confidence analysing sales data and trends to optimise performance
• High attention to detail
• The ability to lead, coach, and motivate teams to consistently deliver exceptional results
• Flexibility with work hours to meet business needs, especially during the winter season

Further Information

• Payrate: salary $2,500 - $3,100 per fortnight
• Location: Mt Hutt, Methven
• Full time, permanent, minimum 40 hours per week