Guest Experience Manager, Wai Ariki Hot Springs

**Guest Experience Manager, Wai Ariki Hot Springs & Spa**

**New Zealand, Wai Ariki Hot Springs & Spa - Rotorua 3010**
- An unforgettable, authentic, world-class guest experience
- Brand new facility - Hot Springs and Spa
- Rotorua - the beating heart of the North Island

**“Ko te ihu o te waka kei Maketu, ko te kei o te waka kei Tongariro”**

Handed down through generations, journey back in time and experience an exquisite series of age-old healing practices in a setting that calms the mind. As a sense of place, we pay homage to those who have walked before us, our tipuna, offering a beautiful selection of rituals drawn down from Ngati Whakaue Maori Culture, traditions, and nature’s own Aotearoa.

Welcome to Wai Ariki - a world class unique cultural and spa treatment experience that is proudly Ngati Whakaue Maori. This brand-new facility is a jewel in Rotorua’s crown, bringing together the historic healing qualities of the geothermal waters with our unique Ngati Whakaue Maori culture to bring a truly outstanding experience to visitors, within a spectacular setting.

**About the Role**

This is a unique opportunity, guided by a strong Ngati Whakaue Mori cultural story to establish a world class Spa and Wellness facility. Kaupapa Ngti Whakaue Maori principles, (manaakitanga, whanaungatanga and aroha) underpin the Spa’s unique ‘point of difference’ and authenticity.

The Guest Experience Manager is responsible for the experiences guest have when they visit Wai Ariki. By building and maintaining a committed team of guest experience officers and Spa Host / attendants with a common goal to delight every visitor.

You will have oversight of the reception team and our spa hosts who attend to our guest as they experience our restorative journey, foster good relationships in a positive manner and care about bringing people together. You must have a strong understanding of the culture, instill this among our team members to proudly represent our culture.

You will demonstrate a strong knowledge and awareness of front desk operations in a five-star working environment. Ownership of the Guest journey touchpoints and experience across the property, ensuring it is aligned culturally and to a 5 star level of guest experience.

Key Accountabilities
- To ensure exceptional 5-star guest experiences are delivered by all team members at Wai Ariki Hot Springs and Spa
- Work with our cultural team to ensure Ngti Whakaue story telling is taught to all team members and cultural authenticity across Wai Ariki Team is strong and present
- Ongoing training and development of team members
- Maintain staffing levels and team member rosters
- Lead by example. Assist in all areas of the operation including reception, spa retail and/or other departments as/when required
- Assist in event coordination & media events
- To assist General Manager with requests to support the smooth running of day-to-day operations
- Foster positive and consistent guest relations, handle guest enquiries and complaint
- Assist with marketing, sales, and promotions as required

Desired Skills & Experience

Essential
- Held a role previously leading five star guest experiences
- A forceful desire to make the guest the heart of what we do
- Uncompromising commitment to resolving guest queries
- Previous experience managing teams
- NZ Police check

Desirable
- Ability to understand and speak Te Reo Maori
- Sound knowledge and understanding of tikanga and Te Ao Maori
- An understanding of Ngati Whakaue Culture
- An understanding of Te Whare Tapa Wha model

**This is an outstanding and unique opportunity to leave your mark in this world class facility. If you believe you have the required skills and are excited about the opportunity, we would love to hear from you.