Guest Experience Officer

Belgravia Health & Leisure Group Pty Ltd; Bay of Plenty; On-site; NZD 45,000 - 55,000; Full time

Job summary

Wai Ariki Hot Springs & Spa in Rotorua invites applications for a Guest Experience Officer. The role focuses on delivering outstanding customer service at the front reception, handling bookings and inquiries, and supporting merchandise and food & beverage services as required.

Training in Te Reo Maori will be provided, with a strong Ngati Whakaue cultural context guiding daily operations. Evening and weekend work is required in a dynamic spa environment.

Qualifications

• Ability to deliver exceptional guest experiences.
• Experience handling bookings and inquiries.
• Strong cash handling and POS skills.
• Comfort working in front of house across areas.
• Willingness to learn basic Te Reo Maori usages.
• Understanding of essential safety and customer service norms.

Responsibilities

• Deliver 5-star guest experiences at Wai Ariki Hot Springs & Spa.
• Foster positive guest relations; handle inquiries and complaints.
• Support front of house guest journey touchpoints and POS transactions.
• Assist with reception, retail, and F&B operations as needed.
• Apply Te Reo Maori basics in daily greetings and farewells.
• Collaborate across front of house and other departments.

Skills

Guest service

Cash handling

Front of house

Food & beverage support

Job description

• An unforgettable, authentic, world-class guest experience
• Brand new facility - Hot Springs and Spa
• Rotorua - the beating heart of the North Island

“Ko te ihu o te waka kei Maketu, ko te kei o te waka kei Tongariro”

Handed down through generations, journey back in time and experience an exquisite series of age-old healing practices in a setting that calms the mind. As a sense of place, we pay homage to those who have walked before us, our tipuna, offering a beautiful selection of rituals drawn down from Ngati Whakaue Maori Culture, traditions, and nature’s own Aotearoa.

Welcome to Wai Ariki - a world class unique cultural and spa treatment experience that is proudly Ngati Whakaue Maori. This brand-new facility is a jewel in Rotorua’s crown, bringing together the historic healing qualities of the geothermal waters with our unique Ngati Whakaue Maori culture to bring a truly outstanding experience to visitors, within a spectacular setting.

About the Role

This is a unique opportunity, guided by a strong Ngati Whakaue Maori cultural story to establish a world class Spa and Wellness facility. Kaupapa Ngati Whakaue Maori principles, (manaakitanga, whanaungatanga and aroha) underpin the Spa’s unique ‘point of difference’ and authenticity.

The Guest Experience Officer provides outstanding customer service through the operation of the front reception, handling bookings and enquiries, and general customer support in accordance with established operational routines and procedures. The role will also be available to assist with front of house merchandise sales and food and beverage services as required.

Key Accountabilities

• To ensure exceptional 5-star guest experiences are delivered at Wai Ariki Hot Springs and Spa
• Foster positive and consistent guest relations, handle guest enquiries and complaints
• Contribute to and ensure delivery of front of house guest journey touch points
• Responsible for efficient and accurate point of sale and cash transactions including end of shift reconciliations
• Guest Experience Officers will be trained in the basics of Te Reo Maori (if not already fluent) and all employees will ensure its usage on a day-to-day basis including greetings and farewells
• Assist in all front of house areas of the operation including reception, retail, food and beverage and/or other departments as/when required

Essential

• Ability to work evenings and weekends.
• Pre employment drug test
• NZ Police check

Desirable

• Ability to understand and speak Te Reo Maori
• An understanding of Ngati Whakaue Culture
• First Aid certificate

Belgravia Leisure is a place where we can all be ourselves and succeed on merit. We encourage applications from LGBTQIA+ people, people from culturally and linguistically diverse backgrounds and people with a disability. We're happy to adjust our recruitment process to support accessibility needs - reach out to us at .