Guest Experience Manager

JobSpace; 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 is seeking a Guest Experience Manager to guide the front office team in delivering outstanding guest service and seamless hotel operations.

You will supervise colleagues during peak periods, mentor staff, handle check-ins/check-outs for groups and VIPs, and resolve guest issues with genuine conversations. Diploma and Opera/Micros experience are required.

Evenings, holidays, and flexible hours are part of the schedule, with full training provided.

Qualifications

• Diploma in hotel management or equivalent required.
• Minimum 2 years' experience in a hotel front office department.
• Experience using Opera or similar PMS, Micros and Microsoft Office.
• Full driver's license is highly regarded.
• General Manager's Certificate preferred.

Responsibilities

• Managing priorities to ensure the team delivers exceptional, memorable experiences.
• Supervise, direct and support Front Office colleagues during peak periods or as required.
• Developing the team's skills to improve hotel performance.
• Oversee shifts and manage check-ins/check-outs for groups and VIPs.
• Engage with guests to resolve issues and concerns.

Skills

Guest service

Team leadership

Training others

Communication

Problem solving

Education

Diploma in hotel management or related field

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.

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.

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:

• 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.