Customer Service Guide | National Kiwi Hatchery

Te Rūnanga o Ngāi Tahu; Rotorua, Auckland; Hybrid; NZD 42,000 - 54,000; Full time

Job summary

The National Kiwi Hatchery Aotearoa in Rotorua is seeking Customer Service Guides to welcome visitors and deliver engaging, culturally aligned experiences. You'll manage admissions, bookings, and inquiries, support retail displays, and help with daily operations while upholding Ngāi Tahu values and Te Tiriti o Waitangi principles.

Minimum 12 months in tourism or customer-facing role, strong communication, and computer skills are required; drivers license is essential for some shifts.

Qualifications

• Minimum 12 months' experience in tourism, hospitality, or a customer-facing role
• Strong communication and interpersonal skills
• Retail experience with strong customer service
• Confident computer skills with booking systems and databases
• Excellent attention to detail and accuracy
• Ability to multitask and stay calm under pressure
• Positive, proactive, and team-focused attitude
• Commitment to delivering exceptional visitor experiences
• Willingness to learn Ngāi Tahu values, tikanga, and te reo Māori
• Comfortable in a bicultural environment and Te Tiriti o Waitangi principles
• Full, clean New Zealand Driver Licence held for at least two years

Responsibilities

• Welcoming manuhiri in a friendly, engaging, and professional manner
• Managing admissions, bookings, customer inquiries, and reservations
• Delivering educational, entertaining, and culturally aligned guided experiences
• Providing pre-tour briefings and ensuring visitor safety
• Supporting retail sales and maintaining attractive retail displays
• Assisting with opening and closing procedures and operational tasks
• Building positive relationships with visitors and tourism partners
• Maintaining high presentation standards across customer-facing areas
• Supporting sustainability initiatives and Tiaki Promise
• Driving shuttle services when required and appropriately endorsed

Job description

Customer Service Guide | National Kiwi Hatchery

National Kiwi Hatchery Aotearoa | Rotorua
Permanent & Fixed-Term Opportunities Available

Help protect one of Aotearoa's most treasured taonga while creating unforgettable visitor experiences.

Are you passionate about people, conservation, and sharing meaningful stories? The National Kiwi Hatchery Aotearoa is looking for Customer Service Guides to join our team in Rotorua. This is a unique opportunity to combine exceptional customer service with world-class conservation, helping visitors connect with the kiwi and the important work being done to protect its future.

Join a kaupapa guided by Mō tātou, ā, mō kā uri ā muri ake nei – For us and our children after us, where every day offers the chance to make a positive impact.

Permanent Positions

• 32 hours per week
• 24 hours per week
• 16 hours per week

Fixed-Term Positions (September to April)

• 40 hours per week
• 32 hours per week

Whether you're looking for part-time or full-time work, we'd love to hear from you.

(applicants for these roles must hold a full, clean New Zealand Driver Licence)

What's in it for you?

• Play a meaningful role in kiwi conservation and education
• Join a passionate, supportive team that values manaakitanga and whanaungatanga
• Develop your cultural knowledge, including te reo Māori and tikanga
• Be part of a sustainability journey and support the Tiaki Promise
• Work for an organisation committed to protecting Aotearoa's natural and cultural heritage

About the role

As our Ratoka Kiritaki – Customer Service Guide, you'll create exceptional visitor experiences while supporting the day-to-day operation of the National Kiwi Hatchery.

You'll be responsible for:

• Welcoming manuhiri in a friendly, engaging, and professional manner
• Managing admissions, bookings, customer enquiries, and reservation systems
• Delivering educational, entertaining, and culturally aligned guided experiences
• Providing pre-tour briefings and ensuring visitor safety
• Supporting retail sales and maintaining attractive retail displays
• Assisting with opening and closing procedures and operational tasks
• Building positive relationships with visitors and tourism partners
• Maintaining high presentation standards across customer-facing areas
• Supporting sustainability initiatives and encouraging visitors to uphold the Tiaki Promise
• Driving shuttle services when required and appropriately endorsed

What we're looking for

• Minimum 12 months' experience in tourism, hospitality, or a customer-facing role
• Strong communication and interpersonal skills
• Retail experience with strong customer service skills.
• Confident computer skills, including experience with booking systems and databases
• Excellent attention to detail and accuracy
• Ability to multitask and work calmly under pressure
• A positive, proactive, and team-focused attitude
• Commitment to delivering exceptional visitor experiences
• Eagerness to learn Ngāi Tahu values, tikanga, and te reo Māori
• Comfortable working in a bicultural environment and supporting Te Tiriti o Waitangi principles
• Full, clean New Zealand Driver Licence held for at least two years

Bonus skills (not essential)

• Previous guiding experience
• Knowledge of conservation, wildlife, or environmental education
• Experience in retail sales or visitor attractions

Our commitment to you

At the National Kiwi Hatchery Aotearoa, we offer a safe, inclusive, and respectful workplace where our people are encouraged to learn, grow, and contribute. You'll have opportunities for both professional and cultural development while working alongside a team dedicated to conservation, education, and visitor excellence.

Ready to make a difference for people and conservation?