Head of Guest Services

Tourism Talent; Queenstown; On-site; NZD 120,000 - 160,000; Full time

Job summary

Headwaters Glenorchy Eco Lodge in Glenorchy, New Zealand is seeking a Head of Guest Services to lead reservations, front office and guest services, ensuring every guest enjoys a seamless, highly personalised experience from enquiry to departure.

Reporting to the Operations Manager, you will manage a high-performing team, drive service standards across the guest journey, and collaborate with culinary, housekeeping and events teams in one of New Zealand's most spectacular destinations.

Qualifications

• Proven experience in luxury hotels, boutique accommodation, premium tourism operations or high-end guest services environments.
• Strong leadership experience with a passion for coaching and developing teams.
• Expertise in reservations, front office operations and guest journey management.
• Excellent communication and relationship-building skills.
• A calm, solutions-focused approach and the ability to thrive in a dynamic environment.
• Experience using property management and reservations systems.

Responsibilities

• Leading and inspiring a high-performing guest services and front office team.
• Driving exceptional guest satisfaction and service standards.
• Managing reservations systems, pricing and booking administration.
• Overseeing guest communications, concierge services and pre-arrival planning.
• Coordinating operational delivery across accommodation, culinary, housekeeping and events teams.
• Using data, systems and guest feedback to continually improve the guest journey.

Job description

Headwaters Glenorchy Eco Lodge | Glenorchy, New Zealand

Tourism Talent is proud to be partnering with Headwaters Glenorchy Eco Lodge to recruit an exceptional Head of Guest Services.

This is a rare opportunity to join one of New Zealand's most acclaimed luxury eco-lodges and lead a guest experience operation that is redefining regenerative hospitality.

If you're an experienced hospitality professional with a background in luxury accommodation, boutique lodges, premium guest experiences or high-end service environments, this role offers the chance to combine leadership, lifestyle and purpose in one of the country's most spectacular destinations.

About Headwaters

Headwaters Glenorchy Eco Lodge is a world leading, award-winning, hospitality business located at the gateway to Fiordland National Park. Renowned for its commitment to sustainability, authentic guest experiences and regenerative tourism, Headwaters delivers luxury accommodation with a genuine connection to people, place and community.

The team is passionate about creating memorable experiences that leave guests feeling inspired while making a positive impact on the environment and local community.

About the Role

Reporting to the Operations Manager, the Head of Guest Services leads the reservations, front office and guest services functions, ensuring every guest enjoys a seamless and highly personalised experience from enquiry through to departure.

This is a key leadership role responsible for:

• Leading and inspiring a high-performing guest services and front office team.
• Driving exceptional guest satisfaction and service standards.
• Managing reservations systems, pricing and booking administration.
• Overseeing guest communications, concierge services and pre-arrival planning.
• Coordinating operational delivery across accommodation, culinary, housekeeping and events teams.
• Using data, systems and guest feedback to continually improve the guest journey.

As the operational hub connecting guest services with the wider business, you'll play a vital role in ensuring every Headwaters experience reflects the warmth, professionalism and attention to detail the brand is known for.

About You

We're seeking a hospitality professional who combines commercial awareness with genuine care for people.

You’ll likely bring:

• Proven experience in luxury hotels, boutique accommodation, premium tourism operations or high-end guest services environments.
• Strong leadership experience with a passion for coaching and developing teams.
• Expertise in reservations, front office operations and guest journey management.
• Excellent communication and relationship-building skills.
• A calm, solutions-focused approach and the ability to thrive in a dynamic environment.
• Experience using property management and reservations systems.

A passion for sustainability, personalised hospitality and creating memorable guest experiences will set you apart.

Why This Role?

This is more than a hospitality management role. It's an opportunity to join a purpose-driven organisation that is setting new standards for luxury regenerative tourism in New Zealand.

Headwaters offers:

• A leadership role within an award-winning hospitality business.
• The chance to live and work in the stunning Glenorchy region.
• A collaborative and values-driven team culture.
• The opportunity to shape guest experiences that genuinely make a difference.

If you're ready to lead a team, elevate guest experiences and be part of one of New Zealand's most inspiring hospitality stories, we'd love to hear from you.

Applications close 28th September 2026.