Reception Team Leader

TREK Global; Wellington; On-site; NZD 25,000 - 39,000; Full time

Benefits offered by this job

Supportive management

Vibrant team environment

Ongoing development & training

Job summary

Trek Global Backpackers in Wellington CBD seeks an experienced Team Leader to drive front-line operations. This permanent role is based in our NZ-owned hostel with 175+ beds across seven wings, centered in Wellington.

You will lead a small, tight-knit team with a hybrid shift pattern between 7am and 11pm, typically 32+ hours per week. Responsibilities include managing guest bookings, building strong relationships with travellers, and ensuring service excellence while supporting housekeeping and

Qualifications

• Minimum of 1 year experience in a supervisory position.
• Experience in reception and accommodation operations.

Responsibilities

• Create and maintain strong relationships with guests, team members, tour operators and suppliers.
• Complete daily tasks per checklists, adhere to procedures and policies.
• Maintain administrative reporting and communications from guest enquiries and bookings.
• Manage group bookings, maximise rates, ensure payments in advance and clear communication across departments.
• Coordinate guest activities and in-house events, promote facilities and events.
• Address guest concerns quickly to ensure the best outcome for guests and business.
• Lead by example including assistance with housekeeping when needed.
• Oversee shift operations and be on-call overnight for operations and security.

Skills

Leadership

Customer service

Team management

Tools

Booking system

POS system

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

TREK Global – Wellington Central, North Island

If you are a positive, energetic person who has accommodation reception experience and a proven record of leading by example in a small and hard working team - WE WANT YOU!

Trek is on the hunt for a Team Leader to join the team in a permanent position.

Trek Global Backpackers, NZ owned and operated, consists of over 175 beds spread across 7 wings, located in the heart of Wellington’s CBD, and one of the biggest hostels in the Wellington region.

For over 13 years we’ve been accommodating backpackers, families and groups visiting the capital, as well as international travellers.

We are looking for an experienced, self motivated, engaging team leader who is available to work pretty much fulltime over a 7 day roster Monday - Sunday usually between the hours of 7am and 11pm, minimum of 32 hours per week. A minimum of one year's experience in a supervisory position is required to apply for this role.

If successful your responsibilities will include:

Create and maintain strong relationships with customers, team members, tour operators, agents and suppliers/contractors, providing professional, positive and customer focused communications.

Complete all daily tasks as per checklists and adhere to procedures and policies as stated in the Procedures Manual.

Maintain ongoing administrative reporting, team communications and outcomes from all customer enquiries and bookings in accordance with Trek procedures.

Manage the group bookings for Trek, following all procedures with a customer focused approach. Ensure rates are maximised, bookings are paid in advance and all departments have the correct communications about the booking.

Co-ordinate guest activities including inhouse events as well as booking travel, tours and other tourism services.

Promote and communicate in house activities, facilities and events to guests.

Deal with any guest concerns or escalations quickly to ensure the best possible outcome for the guest and business.

Lead by example by assisting with housekeeping duties as requested (we all help when needed).

Be an active, enthusiastic and positive influence within the team.

Demonstrate and promote a strong commitment to providing a genuine and awesome experience for our guests.

Shift Management (when required)

Supervise operations of the day, including reception, maintenance management and housekeeping support. Be the contact point for all team working that day to resolve issues of occupancy, guest issues, team issues, roster issues and general operations when the Captain is not on duty.

Be the on-call person overnight to assure that operations and security have a point of contact (paid separately for this aspect).

We offer:

Supportive management & vibrant team environment

Fun and encouraging culture

Ongoing development & training to further develop your career