We are seeking a dynamic and passionate Guest Experience & Loyalty Manager to join the Novotel Queenstown Lakeside team, following the internal promotion of our current team member. As the face of the property and our Brand and Loyalty Ambassador, you will be at the forefront of curating exceptional guest experiences and ensuring the highest levels of guest satisfaction. You will manage VIP guest interactions, drive guest loyalty, and work collaboratively across departments to elevate service standards and create memorable experiences throughout the hotel. This is a great opportunity to join a team that values internal career growth and development.
Key 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.
Salary NZD $65000 - $68000 per annum
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