Guest Services Team Leader
The Whakapapa whānau are a small but ambitious team, running year-round operations on the northern slopes of Mt Ruapehu. In winter, from June until October, this includes a world-class ski area. In summer, from December until April, this includes our summer sightseeing operation, heroing our iconic Sky Waka gondola. Each year we welcome hundreds of thousands of manuhiri (guests) to Whakapapa, many with lifelong connections to the maunga (mountain) and surrounding region, some even third or fourth generation.
About the role
No two days are the same at Whakapapa.
We're looking for an experienced Guest Services Team Leader to join our team and help deliver exceptional guest experiences across our year-round operations.
This is a varied, hands-on role in a unique and highly seasonal environment. During winter, you'll lead our seasonal Guest Services team, overseeing day-to-day operations, team performance and the delivery of a consistently high standard of guest service. During summer, you'll work as part of our permanent Retail and Guest Services team, supporting frontline operations while maintaining our Guest Services capability and preparing for the following winter.
This role is based onsite at Whakapapa Ski Area on Mt Ruapehu and is not a remote or hybrid position. The successful candidate will need to be based in, or willing to relocate to, the wider Ruapehu region and be able to work onsite at Whakapapa.
You'll work closely with operational leaders and teams across Whakapapa to ensure our guests receive accurate information, exceptional service and a seamless experience across our products and activities.
Key responsibilities include:
Leading the day-to-day Guest Services operation during winter, including team performance, rostering, resourcing and service delivery.
Supporting recruitment and leading the onboarding, training and development of the seasonal Guest Services team.
Managing escalated guest enquiries, complaints and resolutions, ensuring a positive guest experience.
Overseeing guest communications and enquiry management across all channels, including Zoho, FAQs, automated communications and product information, working collaboratively with operational teams to ensure accuracy, consistency and efficiency.
Working collaboratively with the Retail team during summer to support frontline operations, while maintaining responsibility for Guest Services systems, communications and preparations for the upcoming winter season.
Supporting the year-round coordination of Schools and Groups enquiries, bookings and communications, ensuring effective planning, positive guest relationships and the successful delivery of group visits.
Coordinating the planning and preparation of winter Guest Services operations, including training, onboarding, systems and processes.
Coordinating the setup, maintenance, testing and validation of guest-facing products, pricing, promotions and booking configurations within our sales and ticketing systems, ensuring accuracy and readiness for seasonal operations.
Identifying opportunities to improve the guest experience, support commercial growth and convert guest enquiries into sales.
Acting as a key operational champion for guest-facing sales and ticketing systems, supporting system improvements, troubleshooting, staff training and coordination with internal and external stakeholders.
Championing Whakapapa's guest service standards, values and culture while maintaining a safe and positive working environment.
Your skills and experience
To be successful in this role, you will bring:
Minimum 2 years’ experience in a guest service-related role, ideally within the ski or tourism industry.
Proven leadership experience, with the ability to lead teams, manage performance and deliver operational results.
Experience in people management, including recruitment, onboarding, training, development and rostering.
Demonstrated experience managing guest enquiries, complaints and conflict resolution in a customer-facing environment.
Strong knowledge of ski area operations, guest services and the products and experiences offered within a ski resort environment.
Strong organisational skills and the ability to manage competing priorities in a fast-paced, highly seasonal environment.
Excellent verbal and written communication skills, with the ability to build positive relationships with guests, colleagues and operational teams.
Commercial awareness and the ability to identify sales opportunities, promote products and support revenue growth.
Confidence using Microsoft Office, administrative systems and guest-facing sales or ticketing systems.
The ability to adapt between seasonal team leadership responsibilities and hands-on frontline Retail and Guest Services duties.
Sound judgement, problem-solving skills and the ability to handle challenging situations professionally.
An understanding of New Zealand employment and health and safety requirements relevant to leading an operational team.
Experience with InTouch, retail point-of-sale systems or guest-facing ticketing systems would be advantageous.
What we offer
Gear up for the ultimate work adventure at Whakapapa. Joining Whakapapa unlocks a number of perks:
A complimentary season pass for skiing and / or snowboarding, and access to day pass discounts for friends and family
Free beginner and intermediate group lessons. Don't have equipment? You'll receive discounts on that too
Exclusive food and beverage, and retail discounts, for use in Whakapapa's cafes and store
Guaranteed base hours for all full-time and part-time staff
Priority access and discounts to our on-mountain medical centre services
Your Whakapapa whānau experience is not just a job: you will build lifelong memories and experiences in one of the most beautiful and culturally significant places on earth!
Location: Whakapapa Ski Area, Mt Ruapehu
Employment: Permanent, full-time
Minimum guaranteed hours: 30 hours per week
Remuneration: $30 to $33 per hour, depending on skills and experience
Tono mai | Apply now
To find out more information about Whakapapa or to apply now, go to our website https://www.whakapapa.com/work-for-us
If you have any questions regarding this role or other opportunities, please reach out to [email protected].