Guest Services Supervisor

Ziptrek Ecotours is an adventure tourism activity that engages the young and young at heart through a unique and fun experience in Queenstown. Delivering an eco-adventure that combines a personal guided zipline journey, offering sustainable education in a receptive and engaging environment creating lasting memories, We are looking for a fun loving organised individual to bring their passion for sustainability to the Guest services team.
This is a full time postiton based in the heart of the adventure capital of the world.
Position Summary
The basic function of the Guest Services Supervisor is to support the Office Manager in ensuring that all aspects of Guest Services operations run smoothly and efficiently. The role provides leadership and support to the Guest Services team while maintaining high standards of customer service, sales performance, and operational efficiency across reservations, merchandise and photography.
Position Requirements
Legal entitlement to work in New Zealand for the period stated
Qualifications and Experience
Minimum 3 years supervisory experience
Previous experience in travel or tourism
Strong organisational and time management skills
Intermediate computer skills including Microsoft Office and reservation systems
Ability to thrive in a fast-paced environment
Excellent communication and leadership skills
Strong attention to detail and problem-solving ability
Experience with booking system troubleshooting
Previous Zipline operations experience preferred
Understanding of Health and Safety in Employment (Adventure Activities) Regulations 2011
Key responsibilities:
Authorities
Hire staff based on approved budgets, in conjunction with the office manager when necessary.
Carry out verbal warnings, and document in BambooHR. Where relevant assist with written warnings
Able to refuse anyone from the course/ desk if they are causing potential safety or customer relationship issues
Refuse permission of a guest on tour for reasons involving safety, eligibility criteria or customer service
Authorise purchases up to $100 at a time
Access to Guest Services personnel files
Human resource functions
Recruitment of guest service team
Monitor When I work clock in/outs for guest services
Communication:
Communicate all severe guest complaints to the Office Manager
Act as the first level of escalation for any guest complaints – forward to the appropriate personnel and/or service as per procedures
Touch base one on one with each of your Guest Services Team fortnightly at a minimum
Provide feedback to GS staff (both constructive criticism and positive feedback) in a timely and effective manner.
Attend full team meetings
General management:
Works with the heads of all functional areas to solve inter-departmental problems
Complete all action items assigned to you to the best of your ability
Spends 70% of time working the GS desk as an active presence to provide leadership, coaching and support.
Promote the products to customers and sell merchandise and photos at a standard that sets a high example to the guest service team
Spends 30% of time working with departmental managers, completing administration tasks and departmental improvements
Leadership:
Lead by example, following proper systems and procedures
Adhere to Ziptrek Core Values
Provide mentorship, guidance, support and leadership to the GS team
Provide insightful and enthusiastic leadership, paying attention to employee morale
Support the management team, putting team objectives above personal objectives and creating a working environment in which all staff feel empowered and supported
Sales:
Work with general manager to set annual budgets in the retail sector of the business
Research new merchandise products and select new stock products
Achieve weekly, monthly, and annual sales targets
Increase sales of photography and merchandise
Meet desired tour occupancy percentage each week
Accounts Zaui Booking System:
Zaui - setting up new products, merchandise, photo sales, combos, discounts, promotion codes. Set up logins for all new employees
Main Zaui contact and problem solver.
Liaise with Accounts and Office Manager on all Zaui queries (correcting and balancing).
Organisational Development:
Ensure completion of performance reviews for all direct reports
Create, review and approve procedures as directed by the Office Manager
Interview, train, motivate, supervise, and discipline (including termination within established guidelines) all direct reports.
Guest Services Desk Management:
Desk projects: Oversee projects in progress, including merchandise, photography, desk, reservations, to ensure they are being done properly.
Desk Operations – day to day desk supervision and oversight
Identify the inventory needs of the desk
Manage daily desk operations including: tour schedule, coordinating breaks throughout the day, addressing and following up any mistakes/issues at GS (both employee and work related), dealing with guest complaints.
Ensure that GS team are supported to provide the highest possible level of customer service and an elite guest experience.
Take ownership of staff needs and address areas of concern with staff before they become a problem
Uphold and improve staff morale by displaying a positive attitude and influence on others.
Develop good working relationships with staff to ensure all are working towards the same goals.
Liaise with customers, supervisors, sales and marketing, and management making sure that all inquiries are promptly directed to the appropriate person/people
Maintain all tracking sheets, databases, and filing systems, updating information as it becomes available
Manage general Guest services administration and maintain and control the business area (equipment, supplies, float, cleanliness etc)
Ensure that all required customer documentation is filled out accurately and in its entirety and is handled appropriately in the filing system
Manage all aspects of cash handling, including opening and cash out procedures, with 100% accuracy
Makes decisions balancing the needs of all stakeholders involved ie. tour operators, guests and the company
Photography and Me

Employment type
Full-Time

Work arrangement
No