Head of Guest Services & Reservations

We are seeking a bold future-focused leader to set the benchmark for world-class customer response and guest experience across of Guest Services Reservations & Premium Services for QueenstownWe are seeking an experienced and forward-thinking leader to head our Queenstown-based Customer Response and Snow Centre Guest Services operation with the confidence and capability to seamlessly step in and elevate the team from day to NZSki General Manager Customer this is a pivotal year-round leadership role responsible for building and leading a high-performance Reservations Guest Services and Premium Services team. You will shape the end-to-end NZSki customer journey - across online sales contact centre POS and guest response - supporting all mountain role carries a high bar: delivering measurable sales performance exceptional response metrics operational precision and a consistently world-class guest You Will LeadCustomer Experience & PerformanceBuild and lead a best-in-class Customer Response and Snow Centre professional communication standards and service on NZSki Guest Services KPIs customer response metrics and data governance strong product leadership to drive exceptional guest customer-lens insights to policy and Terms & Conditions AI & InnovationSupport effective deployment of AI and automation to enhance response times efficiency and customer proven capability managing AI-enabled customer response platforms to optimise workflows and lift operational ExcellenceOversee customer communications and instalment programme workforce planning and optimisation using instructional designer able to develop scalable online training modules and capability operational alignment across Coronet Peak The Remarkables and Mt Hutt in partnership with mountain-based Guest Services our Schools and Groups operations across Coronet Peak and The & CapabilityLead seasonal recruitment planning and winter readiness year-round capability to strengthen consistency performance and YouTertiary qualification in business tourism technology commerce communications systems design or related leadership experience in tourism contact centre or customer experience operational knowledge of Intouch and Elevate e-commerce systems and track record managingAI-powered customer response technologies to drive smarter workflows and measurable efficiency commercial and operational mindset with disciplined attention to leading change testing new systems and providing customer-focused digital decisive and comfortable setting high experience leading Contact Centre operations using AWS and Freshdesk to manage guest enquiries and deliver accurate data-driven and/or history engaging with the local community in Queenstown you are passionate about the future of customer experience and ready to lead a high-performing tech-enabled Guest Services operation in Queenstown we would love to hear from close 5pm March 13 2026For enquiries please