Guest Services Manager
Venues Ōtautahi
About The Role
We are looking for an engaging and highly organised Guest Services Manager to become the central point of contact for guests, visitors, and clients across Venues Ōtautahi, with a key focus on shaping the guest experiences across a portfolio of venues.
Reporting to the Director, Impact and Experience, this newly created role works across our organisation to create a fluid end-to-end guest journey, from the first enquiry to post-event engagement and insights. The scope extends through all our venues, including Tours at One New Zealand Stadium.
This is an exciting opportunity to continue enhancing the exceptional guest experience across our venues, including One New Zealand Stadium.
Venues Ōtautahi attract and host a wide range of events in Christchurch and manage a diverse and iconic portfolio of community venues, including the Christchurch Town Hall, Wolfbrook Arena, Hagley Oval, the Air Force Museum of New Zealand, and One New Zealand Stadium.
The events held across the Venues Ōtautahi portfolio deliver significant social, cultural, and economic benefits to the region, and ultimately, these iconic city venues play a valued role to the Christchurch way of life and the economic prosperity and social wellbeing of the region.
What You’ll Do
- Monitor and manage shared email inboxes and the inbound phone line for Venues Ōtautahi, responding promptly and accurately to enquiries, and triaging or directing them to the appropriate team.
- Work alongside the Marketing team to support in monitoring social media channels for comments, direct messages, mentions, and reviews.
- Support One New Zealand Stadium tour enquiries and bookings, including scheduling, confirmations, payments, and tour logistics.
- Coordinate guest satisfaction surveys and collate and analyse results to identify key themes, trends, and opportunities to enhance the guest experience across the venue portfolio.
- Streamlining and creating efficient processes across our guest interactions.
About You
You will bring strong experience in hospitality, venue operations, premium service, or event delivery, along with a genuine passion for creating exceptional guest experiences.
You are confident managing multiple touchpoints, comfortable working with clients and stakeholders, and skilled at building strong relationships across teams.
You combine warmth and professionalism with strong organisational skills, attention to detail, and the ability to stay calm and solutions-focused in a fast-paced environment.
If you’re excited by the opportunity to shape memorable guest experiences, we’d love to hear from you.
How To Apply
Click "apply" to be directed to our careers page, where you can view the position description and submit your application.
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