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Guest Experience Manager

InterContinental Hotels Group

Wellington

On-site

NZD 60,000 - 80,000

Full time

Today
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Job summary

A leading hotel chain in Wellington is looking for a passionate Guest Experience Manager to lead the front office team. The role involves ensuring exceptional guest service, managing operations, and developing team skills. Ideal candidates will have at least 2 years' experience in a front office role, strong problem-solving skills, and a hospitality qualification. Attractive benefits include paid birthday leave and flexible work options.

Benefits

Paid birthday leave
Full training provided
Daily laundered uniform
Flexible work options
Accommodation and food & beverage discounts

Qualifications

  • Minimum 2 years' experience in a hotel front office department with at least 1 year in a leadership role.
  • Flexibility to work various hours including weekends and public holidays.
  • Full driver's license is highly regarded.

Responsibilities

  • Manage priorities for exceptional guest experiences.
  • Support Front Office colleagues during peak periods.
  • Resolve guest issues and concerns.

Skills

Strong problem-solving skills
Ability to build relationships
Multi-tasking abilities

Education

Diploma in hotel management or business administration

Tools

Opera PMS
Microsoft Office
Job description

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.

Overview

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.

This role is ideal for an established competent and passionate junior manager and looking to build their capability and skills within a fast paced, dynamic, learning and development focused hotel environment.

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 with a minimum 1 year experience in a leadership/ supervisory role
  • 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.

So go on - click apply now and show us how your passion and personality are the perfect fit to deliver memorable experiences to our guest

Don’t quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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