Guest Experience Supervisor - Luxury Spa, Queenstown

Onsen Hot Pools

Queenstown

On-site

NZD 37,000 - 53,000

Full time

14 days+

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Job summary

Onsen Hot Pools in Queenstown seeks a Customer Service Supervisor to lead a talented team across multiple departments. You will oversee daily operations, mentor staff, manage guest expectations, and handle feedback with professionalism, ensuring an unforgettable guest experience.

You will guide operations to reflect tranquillity, luxury, and impeccable service, including shift management, safety, and compliance.

Qualifications

Proven team leadership experience, with a minimum of 1 year in a supervisory role, or a diploma in a relevant field.
At least 2 years’ front-line experience, including a minimum of 1 year in a customer service environment.
Excellent written and verbal communication skills.
Strong organisational and delegation abilities.
Problem-solving skills with professionalism under pressure.

Responsibilities

Lead and support employees across all departments to maintain high performance.
Foster a positive team culture aligned with brand values.
Create a welcoming and professional environment for all guests.
Resolve complaints and unexpected situations with confidence and professionalism.
Ensure policies are upheld while maintaining positive guest relationships.
Maintain high standards of cleanliness, presentation and operational efficiency.
Oversee safety and wellbeing of guests and staff.
Open and close the facility and manage daily takings.