Guest Services Lead - Eco Tours & Experiences

Ziptrek NZ; Queenstown; On-site; NZD 65,000 - 85,000; Full time

Job summary

Ziptrek Ecotours in Queenstown is seeking a Guest Services Supervisor to support the Office Manager and lead the GS team. You will drive customer service excellence, oversee reservations, merchandise, and photography operations, and ensure adherence to safety standards in a fast‑paced adventure environment.

The role requires supervisory experience in travel or tourism, strong organisational and leadership skills, and the ability to coach staff while delivering an elite guest experience.

Qualifications

• Minimum 3 years supervisory experience.
• Previous experience in travel or tourism.
• Strong organisational and time management skills.
• Intermediate computer skills including Microsoft Office and reservation systems.
• Ability to thrive in a fast-paced environment.
• Excellent communication and leadership skills.
• Strong attention to detail and problem-solving ability.
• Experience with booking system troubleshooting.
• Previous Zipline operations experience preferred.
• Understanding of Health and Safety in Employment (Adventure Activities) Regulations 2011.

Responsibilities

• Hire staff based on approved budgets and assist with staff management.
• Manage GS desk operations and guest complaints to ensure high service levels.
• Promote products and sell merchandise and photos; achieve sales targets.
• Oversee scheduling, training, and development of GS team.
• Lead by example and uphold Ziptrek Core Values.
• Ensure safety and compliance with health and safety regulations.
• Coordinate with Office Manager and other departments to resolve issues.

Skills

Leadership

Customer service

Organisational skills

Communication

Sales experience

Reservation systems

Tools

Zaui Booking System

BambooHR

Microsoft Office

Job description

Ziptrek Ecotours in Queenstown is seeking a Guest Services Supervisor to support the Office Manager and lead the GS team. You will drive customer service excellence, oversee reservations, merchandise, and photography operations, and ensure adherence to safety standards in a fast‑paced adventure environment.

The role requires supervisory experience in travel or tourism, strong organisational and leadership skills, and the ability to coach staff while delivering an elite guest experience.