Guest Services Head of Department - Winter | Whakapapa JobID: 160721 Department: Guest Services Listed: February 2, 2024 The Whakapapa whanau 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 life-long connections to the maunga (mountain) and surrounding region, some even third or fourth generation. Mo te tunga | About the role As the Head of Department you will take ownership of the daily operation of the Guest Services Department operational functions and staff. You will ensure that these operations consistently provide a level of service that exceeds both external and internal guest expectations. The Head of Department reports directly to the Guest & Revenue Manager and will likely have up to 15 direct reports of their own. Our Guest Services department are some of the first faces our manuhiri (guests) see when they join us on the maunga and this role is essential in ensuring our team have everything they need to deliver an exceptional experience. Everyone here shares a passion for the maunga and the surrounding region because of the endless possibilities for adventure. Whether it's because you love nature, the truly unique world heritage area, there are opportunities to contribute at every turn. Key responsibilities include: Ensuring guests are served efficiently and accurately with a focus on exceptional service Lead direct guest communication including face to face, email and phone Provide strong leadership to the team Liaising with other departments to maintain efficient operations and communications If you have guest service experience and are looking to take the next step into a leadership role, or maybe you already lead a team and are looking for something different, this might be the role for you. No two days are the same on Mt Ruapehu and you will bring a set of skills that you can adapt to whatever the situation and day needs. We're looking for someone that can bring: Experience leading a team Exceptional communication skills both written and verbal Flexibility and the ability to adapt to changing weather, demand, and whatever the day may bring 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 whanau 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! Remuneration range – this is a seasonal management role with a salary range between $55,000 - $60,000, depending on experience. The Whakapapa whanau 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 life-long connections to the maunga (mountain) and surrounding region, some even third or fourth generation. Mo te tunga | About the role As the Head of Department you will take ownership of the daily operation of the Guest Services Department operational functions and staff. You will ensure that these operations consistently provide a level of service that exceeds both external and internal guest expectations. The Head of Department reports directly to the Guest & Revenue Manager and will likely have up to 15 direct reports of their own. Our Guest Services department are some of the first faces our manuhiri (guests) see when they join us on the maunga and this role is essential in ensuring our team have everything they need to deliver an exceptional experience. Everyone here shares a passion for the maunga and the surrounding region because of the endless possibilities for adventure. Whether it's because you love nature, the truly unique world heritage area, there are opportunities to contribute at every turn. Key responsibilities include: Ensuring guests are served efficiently and accurately with a focus on exceptional service Lead direct guest communication including face to face, email and phone Provide strong leadership to the team Liaising with other departments to maintain efficient operations and communications Nga pukenga me nga wheako ou | Your skills and experience If you have guest service experience and are looking to take the next step into a leadership role, or maybe you already lead a team and are looking for something different, this might be the role for you. No two days are the same on Mt Ruapehu and you will bring a set of skills that you can adapt to whatever the situation and day needs. We're looking for someone that can bring: Experience leading a team Exceptional communication skills both written and verbal Strong guest service skills Flexibility and the ability to adapt to changing weather, demand, and whatever the day may bring Nga ahuatanga kei a matou | 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 whanau 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! Remuneration range – this is a seasonal management role with a salary range between $55,000 - $60,000, depending on experience. Tono mai - Apply now ** Research shows that while men apply to jobs when they meet approximately 60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. If you think you have what it takes for this role but maybe you don't meet every single bullet point above, we encourage you to get in touch. We'd love to hear from you and see if you could be a great fit for our whanau. ***On October 27, 2023, Ruapehu Alpine Lifts Limited was put into Receivership with Brendon Gibson and Neale Jackson appointed as Receivers. The receivers continue trading the Company and are working on transferring the ownership of the Whakapapa and Turoa ski areas to new operators. On 18 December, DOC announced public notification of Pure Turoa Limited's concession application to operate Turoa ski area. The Receivers are continuing to work on the sale of Whakapapa. #J-18808-Ljbffr
