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 Merchandise:

• Ensure that merchandise and photo inventory is maintained
• Work with Office Manager determine merchandise product mix and setting prices
• Ensure merchandise displays meet company standards
• Make recommendations to General Manager around the development and continuous improvement of tools and systems to ensure photography is running smoothly

Scheduling:

• Review tour inventory for upcoming week to ensure required staffing levels are met
• Work with Sales Executive/ Sales and Marketing Manager to ensure all special group requests are accurate and adjust GS weekly schedule to accommodate
• Schedule all GS staff: ensuring schedules and actual hours are within target ranges
• Prepare and post GS weekly schedule
• Call in GS staff as required (sick, no-show, late etc)
• Open/close tours in priority sequence based on % booked ensuring tour availability is within targets
• Regularly monitor tour availability one week out ensuring tour availability is within targets
• Responsible for opening and closing tours day of as well as before closing for the next day

Training and Development:

• Ensure that all training materials are fully documented
• Implement and document the following training programs: GS training, GS lead training, photography system training, train the trainer.
• Carry out performance reviews every 6 months with all GS team members.
  
  

N.B. Ziptrek Ecotours participates in active drug and alcohol testing in order to maintain a safe workplace and in accordance with the Health and Safety in Employment Act 1992.