Guest Experience Manager

IHG Hotels & Resorts; Wellington; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Paid birthday leave

Full training provided

Daily laundered uniform

Additional parental leave benefits

Flexible work options

Job summary

InterContinental Wellington, part of IHG Hotels & Resorts, seeks a Guest Experience Manager to lead the Front Office team and deliver exceptional guest stays in Wellington city centre.

You'll supervise peak period operations, coach staff, and resolve guest concerns with warmth and professionalism, while maintaining strong relationships with guests and colleagues.

Qualifications

• 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.
• Experience using Opera or similar PMS, Micros and Microsoft Office.
• Flexibility to work a range of hours including afternoons, evenings and public holidays.
• Diploma in hotel management or equivalent; drivers license is a plus.
• General Managers Certificate is preferable.

Responsibilities

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

Skills

Customer service

Team leadership

Communication

Problem solving

Multi-tasking

Training others

Education

Diploma in hotel management

General Manager's Certificate (preferable)

Tools

Opera PMS

Micros

Microsoft Office

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

IHG Hotels & Resorts – Wellington, North Island

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 aGuest Experience Managerto join us on our journey as we continue our business growth.

Your day to day

• 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

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.