Guest Experience Manager

Ihg, L.C.; New Zealand; On-site; NZD 70,000 - 100,000; Full time

Benefits offered by this job

Paid birthday leave

Full training provided

Daily laundered uniform

Parental leave benefits

Flexible work options

Health days

Job summary

InterContinental Wellington is seeking a proactive Guest Experience Manager to lead the Front Office team in delivering exceptional guest service and seamless operations in the heart of Wellington.

You will guide daily check-ins, handle VIP arrivals, resolve guest concerns with warmth, and develop your team's skills through training and hands-on leadership, ensuring memorable stays for all guests.

Qualifications

• 2 years' experience in a hotel front office department.
• Diploma in hotel management or equivalent.
• Full driver’s license is highly regarded.
• Experience using Opera or similar PMS, Micros and Microsoft Office.
• Strong communication and guest service orientation.
• Ability to train and relay information to the team.

Responsibilities

• Managing priorities to ensure your team delivers exceptional, memorable experiences.
• Supervise, direct and support Front Office colleagues during peak periods or as required.
• Developing your team’s skills to achieve results that enhance hotel performance.
• Oversee your shift and manage day’s check-ins/outs, including groups and VIPs.
• Engage in genuine conversations with guests to resolve issues or concerns.
• Act as first point of contact for any critical emergency situations.

Skills

People skills

Communication

Training abilities

Problem-solving

Multi-tasking

Flexible schedule

Driver's license

Education

Diploma in hotel management

Diploma in business administration

General Manager's Certificate

Tools

Opera PMS

Micros

Microsoft Office

Job description

Guest Experience Manager

Company: Ihg, L.c. Job Type: Full Time New Zealand.

InterContinental Wellington is an iconic location in the heart of Wellington city. We have a strong passion for developing great people and are looking for a Guest Experience Manager to join us on our journey as we continue our business growth.

Your day to day

For this key role, we're seeking someone to help guide the front office team in delivering outstanding guest service and seamless hotel operations, ensuring guests receive prompt attention and personalized recognition throughout their stay.

An overview of your key responsibilities:

• Managing priorities to ensure your team delivers exceptional, memorable experiences
• Supervise, direct and support all Front Office colleagues and other areas of the hotel during peak periods or as required
• Developing your team’s skills to achieve results that enhance hotel performance
• Oversee your shift and take responsibility for managing the day’s check-ins and check-outs, including those for groups and VIPs.
• Engaging in genuine conversations with guests to resolve issues, queries, or concerns
• Acting as the first point of contact for any critical emergency situations

What we need from you

• A vibrant personality and the confidence to build relationships with guests and colleagues
• Minimum 2 years' experience in a hotel front office department
• Ability to train and relay information to the team
• Strong problem-solving skills and an ability to multi task
• Previous experience using Opera or similar PMS, Micros and Microsoft Office
• Flexibility to work a range of hours, which includes but is not limited to afternoons, evenings & public holidays
• Diploma in hotel management, business administration or equivalent
• Full drivers license is highly regarded
• General Managers Certificate is preferable

What we offer

You’ll be rewarded for your hard work with a suite of benefits that supports you and your family’s wellbeing, including:

• paid birthday leave
• full training provided
• daily laundered uniform
• additional parental leave benefits
• flexible work options
• proactive health days

Your career journey will be supported through our lifelong development program, IHG career milestone celebrations, and transfer of entitlements as you move and grow with IHG. In addition to the always-popular hotel perks like accommodation and food & beverage discounts, our discount retail platform makes your pay go even further. We are proud to be IHG and we know you will be too.