Guest Experience Team Leader

Tourism Holdings Limited; Christchurch; Hybrid; NZD 55,000 - 70,000; Full time

Job summary

Tourism Holdings Limited in Christchurch is seeking a Guest Experience Team Leader for our Christchurch Rentals team. This fixed-term full-time role focuses on leading the guest service front-line, driving performance, and achieving sales targets while fostering a positive team culture. You will guide rostering, recruitment support, and service excellence within a dynamic, multicultural environment.

Qualifications

• Experience in customer service, sales, hospitality, travel & tourism, or retail (supervisory/team leader level preferred).
• Proven sales ability and a passion for exceeding targets.
• Strong conflict resolution and staff development skills.
• Excellent communication, attention to detail, and time management.
• Ability to thrive in a fast-paced, multicultural environment.
• Restricted Driver’s License (or higher) required.
• Second language skills (especially German, French, Spanish, Mandarin, or Korean) are a plus.

Responsibilities

• Lead, coach, and motivate the FOH guest service team to deliver outstanding customer experiences.
• Implement and uphold service standards and procedures.
• Analyse guest feedback and develop strategies to enhance satisfaction.
• Resolve guest issues with empathy and professionalism.
• Support Duty Managers with recruitment, performance management, and planning.
• Coordinate daily operations and effective rostering.
• Champion continuous improvement and best practice across the branch.
• Promote a strong health and safety culture.

Skills

Customer service

Sales

Team leadership

Communication

Time management

Job description

Are you passionate about travel, people, and delivering exceptional customer service? Join our Christchurch Rentals team as a Guest Experience Host Team Leader!

Tourism Holdings Limited (thl) is the world's leading provider of holiday vehicles for rent and sale, operating under various brands across Australia, New Zealand, the USA, and the UK. Our brands include maui, Apollo, Britz, Mighty rentals, and more. We also design motorhomes through Action Manufacturing and create digital products via thl Digital.

Collectively we represent over 15 RV brands, each with strong brand equity and local heritage in the markets they operate. Amplified by our connections to the broader tourism industry and manufacturing sectors.

About the Role:

As the fixed term full-time Guest Experience Team Leader, you’ll be the daily frontline leader for our guest service team, driving performance, productivity, and service excellence. Your focus will be on exceeding guest expectations, achieving sales and strategic targets, and championing a positive team culture.

What You’ll Do:

• Lead, coach, and motivate the FOH guest service team to deliver outstanding customer experiences.
• Implement and uphold service standards and procedures.
• Analyse guest feedback and develop strategies to enhance satisfaction.
• Resolve guest issues with empathy and professionalism.
• Support Duty Managers with recruitment, performance management, and planning.
• Coordinate daily operations and effective rostering.
• Champion continuous improvement and best practice across the branch.
• Promote a strong health and safety culture.

What We’re Looking For:

• Experience in customer service, sales, hospitality, travel & tourism, or retail (supervisory/team leader level preferred).
• Proven sales ability and a passion for exceeding targets.
• Strong conflict resolution and staff development skills.
• Excellent communication, attention to detail, and time management.
• Ability to thrive in a fast-paced, multicultural environment.
• Restricted Driver’s License (or higher) required.
• Second language skills (especially German, French, Spanish, Mandarin, or Korean) are a plus.

Why Join Us?

• Be part of a dynamic, supportive team.
• Opportunities for professional growth and development.
• Make a real impact on guest experiences and team success.