VIP Guest Experience & Loyalty Lead

SmartRecruiters, Inc.; 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.

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 cross-department service excellence. You will act as the face of the brand, ensuring premier guest satisfaction and memorable experiences during stays, celebrations and high-spend visits.

Join a team committed to internal career growth, with a focus on loyalty and brand representation, while coordinating with departments to deliver outstanding service in a

Qualifications

• At least 3 years experience in a hotel environment with supervisory or managerial exposure.
• Strong communication skills and ability to build rapport with stakeholders.
• Excellent personal presentation and time management skills.
• Proficiency in Microsoft Office and hotel management systems such as OPERACLOUD.
• Demonstrated ability to manage guest complaints and provide effective solutions.
• Strategic thinker with a passion for hospitality and guest experience.

Responsibilities

• Curate extraordinary guest experiences for VIPs, long-stay, high-spend, and loyalty guests.
• Maintain prompt response to guest reviews on all platforms and address concerns proactively.
• Coordinate special requests to ensure smooth VIP, loyalty and celebration experiences.
• Support delivery of quality service by communicating operational requirements to all departments.
• Lead improvement actions based on feedback from TrustYou and online reviews.
• Organize and participate in VIP networking functions for loyalty guests.
• Focus on loyalty and brand representation, ensuring guests are welcomed and recognized per brand standards.
• Flexibility to work weekends and public holidays.

Skills

Communication skills

Stakeholder management

Presentation skills

Complaint handling

Strategic thinking

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 cross-department service excellence. You will act as the face of the brand, ensuring premier guest satisfaction and memorable experiences during stays, celebrations and high-spend visits.

Join a team committed to internal career growth, with a focus on loyalty and brand representation, while coordinating with departments to deliver outstanding service in a