Guest Experience Manager

InterContinental Hotels Group; Wellington; On-site; NZD 65,000 - 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

Proactive health days

Job summary

InterContinental Wellington is seeking a Guest Experience Manager to guide the front office team in delivering exceptional guest service and seamless hotel operations. You will ensure guests receive prompt attention and personalized recognition throughout their stay.

Your day-to-day includes supervising front office colleagues, training the team, and managing check-ins/check-outs for groups and VIPs, while handling guest issues with care and professionalism.

Qualifications

• Minimum 2 years' experience in hotel front office.
• Experience training and relaying information to the team.
• Strong problem-solving skills and ability to multitask.
• Familiarity with Opera or similar PMS, Micros and MS Office.
• Flexible to work afternoons, evenings and public holidays.
• Diploma in hotel management or equivalent.
• Driver's license is highly regarded.
• General Manager's Certificate is preferable.

Responsibilities

• Guide the front office team to deliver outstanding guest service.
• Supervise and support front office colleagues during peak periods.
• Develop team skills to enhance hotel performance.
• Oversee check-ins/check-outs for groups and VIPs.
• Engage guests with genuine conversations to resolve issues.
• Act as first contact for emergencies.

Skills

Front office experience

Team leadership

Communication

Problem solving

Multitasking

Training skills

Flexibility

Education

Diploma in hotel management

Business administration or equivalent

Tools

Opera PMS

Micros POS

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 foraGuest 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.