VIP Guest Experience & Loyalty Lead

Accor; Queenstown; On-site; NZD 65,000 - 68,000; Full time

Benefits offered by this job

Staff meals provided while on shift.

Uniforms, washed and laundered daily.

Accor Heartist Benefits - discounted F

Parental Leave Scheme.

Employee Assistance Program.

Job summary

Novotel Queenstown Lakeside is seeking a dynamic Guest Experience & Loyalty Manager to lead VIP guest interactions, loyalty initiatives, and brand representation. You will collaborate across departments to elevate service standards and ensure memorable stays for guests.

You will promote Accor Heartist benefits, manage reviews and special requests, and drive guest loyalty while maintaining exceptional service levels at a prime lakeside property.

Qualifications

• At least 3 years in a hotel environment with supervisory or managerial exposure.
• Strong communication and stakeholder rapport-building abilities.
• Excellent personal presentation and time management skills.
• Proficiency in Microsoft Office and hotel management systems (e.g. OPERACLOUD).

Responsibilities

• Curate extraordinary guest experiences, focusing on VIPs, long stay, high-spend, and loyalty guests.
• Maintain exceptional response rate to guest reviews on all platforms, addressing concerns with a proactive approach.
• Coordinate and assist with special requests, ensuring smooth transitions for VIPs, loyalty members, and guests celebrating special occasions.
• Support the delivery of quality service by communicating operational requirements and policies to all departments.
• Lead action plans for improvement based on feedback (TrustYou, CEO, online reviews).
• Organize and participate in VIP networking functions for the loyalty guest.
• Focus on loyalty and brand representation, ensuring all guests are welcomed and recognized in line with brand standards.
• Flexibility to work weekends and public holidays.

Skills

Guest experience

VIP guest handling

Loyalty programs

Stakeholder management

Communication skills

Time management

Tools

OPERACLOUD

Microsoft Office

Job description

Novotel Queenstown Lakeside is seeking a dynamic Guest Experience & Loyalty Manager to lead VIP guest interactions, loyalty initiatives, and brand representation. You will collaborate across departments to elevate service standards and ensure memorable stays for guests.

You will promote Accor Heartist benefits, manage reviews and special requests, and drive guest loyalty while maintaining exceptional service levels at a prime lakeside property.