Guest Relations Manager

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 Hotels & Resorts – Queenstown, South Island

Crowne Plaza Queenstown

Crowne Plaza Queenstown is seeking a passionate and guest-focused Guest Relations Manager to join our team.

About us

Situated on the shores of Lake Whakatipu in the heart of the adventure capital of the world, Crowne Plaza Queenstown is a leading 4.5-star hotel and a member of the IHG Hotels & Resorts family. We pride ourselves on delivering exceptional service, creating memorable guest experiences, and offering a vibrant, welcoming workplace for our team.

About the role

This is a highly visible, hands-on role, perfect for someone who thrives on engaging with guests! You’ll be in the lobby, restaurant, and other guest areas during peak times, ensuring every guest feels welcome and looked after.

If you’re a Front Office, Concierge, Tourism, or Food & Beverage professional looking for a change, here’s your chance to get on the floor and engage with guests every day.

What you'll be doing

• Jump in during busy periods, such as in the restaurant or check-in area, to personally assist guests and support the team
• Assist with rostering, allocating tasks and the enforcement of H&S Regulations to the wider Front Office team.
• Have a proactive approach to resolving guest complaints, handling with discretion and professionalism, turning challenges into positive experiences
• Ownership of developing creative and personalised guest amenities
• Build great guest relationships in a professional manner
• Stay informed on local events, dining, attractions, and cultural experiences to provide guests with personalized recommendations
• Support special requests, including group arrivals and events
• Monitor guest satisfaction metrics, including surveys, feedback, and reviews
• Drive the success to meet the targets set for excursion and activity sales. Taking ownership of the training of the Front Office team to contribute to financial targets.
• The ability to cover Duty Manager and Night Manager roles if required

What we're looking for

• Confident, personable, and enjoys engaging with guests
• Excellent cleaning and presentation skills
• You need to be flexible to changing shifts. Your roster may change depending on peak guest movement
• Organised, adaptable, and calm under pressure
• PMS experience is advantageous but not essentialA NZQF diploma OR at least three years of relevant experience as a Duty Manager, Guest Relations Manager, or similar

What we offer

• Access to IHG One Pass - Exclusive Hotel Room Rates & 50% off Food & Beverage at over 6,000 hotels worldwide!
• Onsite Carpark - no need to worry about parking in the morning!
• An opportunity to kick-start your career with a company that can take you around the world!
• Competitive rate
• A Paid Day off for your Birthday every year!
• 3 Free meals a day
• Proactive Wellness Leave
• Access to our EAP Service
• PerkBox online discount Platform for leading retailers
• Uniformprovided

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our my Wellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family!