Guest Experience & Loyalty Manager

Job description

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 Qualification & Skills: At least 3 years experience in a hotel environment, ideally in a supervisory or managerial capacity or with significant experience in a similar role. Strong communication skills and ability to build rapport with stakeholders Excellent personal presentation and time management skills Proficiency in Microsoft Office and hotel management systems e.g. OPERACLOUD Demonstrated ability to manage complaints and provide effective solutions Strategic thinker with a passion for hospitality and positive impact on guest experience Why work for Novotel, Queenstown? Staff meals provided while on shift Uniforms, washed and laundered daily. Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide Accor's Parental Leave Scheme Access to our Employee Assistance Program Place of employment 6 Earl Street Novotel Queenstown Lakeside Full time 40hours Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know. Novotel Queenstown Lakeside is located on the shores of Lake Wakatipu, a 4 star property with 273 rooms, meeting facilities and a stunning view from our Elements Restaurant. Conveniently placed in prime location in Queenstown, making it one of the most iconic tourist destination Hotels in the World!