Guest Relations Lead — Memorable Stays

Crowne Plaza Hotels & Resorts; Queenstown; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

IHG One Pass benefits

Onsite carpark

Career development opportunities

Competitive rate

Birthday day off

3 meals a day

Wellbeing leave

EAP service

PerkBox discounts

Uniform provided

Job summary

Crowne Plaza Queenstown invites applications for a Guest Relations Manager committed to delivering exceptional guest experiences in a busy resort hotel. You’ll be hands-on in the lobby, restaurant, and guest areas during peak times, ensuring every guest feels welcome and looked after.

The role suits Front Office, Concierge, Tourism, or Food & Beverage professionals seeking daily guest interaction. NZQA diploma or 3+ years in a Duty/Guest Relations leadership role is preferred.

Qualifications

• Must be confident, personable and enjoy engaging with guests.
• Excellent cleaning and presentation skills.
• Flexible to changing shifts and peak guest movement.
• NZQF diploma or 3+ years as Duty Manager/Guest Relations Manager or similar.

Responsibilities

• Be in lobby, restaurant and guest areas during peak times to assist guests and support the team.
• Roster planning, task allocation and enforcing H&S within Front Office.
• Resolve guest complaints with discretion and professionalism to turn challenges into positive experiences.
• Develop creative, personalised guest amenities and build strong guest relationships.
• Provide personalised local recommendations based on events, dining and attractions.
• Support special requests including group arrivals and events.
• Monitor guest satisfaction through surveys, feedback, and reviews.
• Contribute to achieving excursion and activity sales targets and train Front Office staff.
• Capable of covering Duty Manager and Night Manager duties if required.

Skills

Confident demeanor

Personable

Guest engagement

Flexible shifts

Education

NZQF diploma

3+ years Duty Manager/Guest Relations experience

Job description

Crowne Plaza Queenstown invites applications for a Guest Relations Manager committed to delivering exceptional guest experiences in a busy resort hotel. You’ll be hands-on in the lobby, restaurant, and guest areas during peak times, ensuring every guest feels welcome and looked after.

The role suits Front Office, Concierge, Tourism, or Food & Beverage professionals seeking daily guest interaction. NZQA diploma or 3+ years in a Duty/Guest Relations leadership role is preferred.