Guest Relations Manager

We are looking for an enthusiastic Guest Relations Manager who knows how to get the best out of their team and lead from the front by setting and providing the highest levels of customer service. To be successful, you will have experience in a similar role, a passion for exceeding guests' expectations, demonstrated operational leadership and organizational skills, and a passion for manaakitanga - providing great hospitality.

The Guest Relations Manager is at the forefront of customer service, mobilizing all hotel players to deliver memorable experiences to our guest and to continuously improve our offer and processes.

This is a permanent role of 32 hours per week, worked over four days at Novotel Christchurch Airport.

Responsibilities:

• Provides pre-arrival assistance to VIP and elite loyalty guests and ensures they receive above and beyond service throughout their stay, including conference guests.
• Adds touch points with hotel guests before, during and after their stay and builds relationships.
• Monitors and responds to all guest feedback via platforms such as Trustyou, booking.com etc.
• Analyses and delivers recommendations as a result of feedback review to assist the heads of department and supervisors in developing actions and working methods needed to continuously enhance the hotel’s customer service delivery and offers.
• Drives the hotel database on guests' profiles to tailor make our guests experience.
• Drives guest loyalty acquisition across all areas of the hotel.
• Assist Front Desk during busy check in and check out to ensure guests are receiving the best possible services.
• Ensure on-going training.

• Manage, train and develop the Front Office team.
• Follow emergency procedure taking charge to ensure the safety of all our guests and team members (Duty Manager).
• Comply with the Sale and Supply of Alcohol Act 2012 and amendments, Smoke Free Environments Act 1990 and the Gambling Act 2003 – New Zealand Legislation.
• Ensure all staff are aware of their obligations pursuant to the Sale and Supply of Alcohol Act 2012 and the company’s liquor license is not jeopardised—this includes patron conduct and intoxication.
• Is knowledgeable in hotel and guest room facilities/services and ensure front office team members are equally knowledgeable.
• Actively promote upselling within the front office team.
• Ensure special handling of repeats and VIP Guests.
• Handle client compliments or complaints and ensure proper feedback to Front Office Manager for communication or rectification by department(s) concerned.
• Valet parking.
• Any other reasonable request as required by Hotel Management.

• Minimum of 2 years experience as a Duty Manager within a Hotel
• Beneficial to have, Qualifications appropriate to the role eg. Hotel Management / New Zealand Certificate in Hospitality (Advanced) with a strand in Accommodation – Level 5 or National Diploma in Hospitality (Operational Management) – Level 5
• LCQ certificate/GM License
• Advanced Computer Skills – MS Office Suite
• Must have attention to detail

He kura te tangata - We are all valued

As an employer of choice, we offer great employee benefits like life cover, outstanding health and wellbeing programs, and discounts on hotels, restaurants, bars and spas across our network -not just for you but in some cases your friends and family too!

• Work for an Employer of Choice (2022).
• Meals on Duty
• Free parking at the airport
• A competitive salary as well as best in the industry long service perks and anniversary vouchers
• Leadership development and training on the job, online and through regular workshops/group events
• Fantastic hotel rates, and restaurant and spa discounts across our network.

Who We Are

Novotel Christchurch Airport is part of the Accor Hotels franchise and Hind Management Group (NZ Employer of Choice 2022). Novotel and Hind Management believe in empathy, understanding and accommodating differences. We believe that 'we are all valued' and our success is a direct reflection of our people, teamwork, passion and professionalism.

Our values are based on caring, working together, and doing the right thing. We are passionate about our people. We encourage people from diverse backgrounds to apply. We are proud to promote diversity and inclusion within our workplace and ensure an equitable selection process for all.

Interested applicants must have New Zealand work eligibility rights and have the ability to relocate to Christchurch if needed.

Nau mai, haere mai, tauti mai!

Hind Management is committed to accessibility, should you require assistance or support and are unable to apply online due to an access need, contact our office (+64) 99051727 or email our Talent Acquisition Team at [email protected]. We will aim to respond within 48 hours Monday to Friday 9am - 5pm.

We encourage people from diverse backgrounds to apply. We are proud to promote diversity and inclusion within our workplace and ensure an equitable selection process for all. We offer a fully inclusive accessible hiring process, let us know how we can support you to present your best self.

Our Values

E MANAWANUI ANA MATOU - WE CARE

KA WHAI MATOU I TE TIKA - WE DO THE RIGHT THING

KA MAHI TAHI MATOU - WE WORK TOGETHER