Customer Service Manager

At Onsen Hot Pools and Day Spa, we do not just offer a service, we create an unforgettable experience. Nestled in Queenstown’s breathtaking landscape, we create a world-class retreat of relaxation, indulgence, and connection.

We are passionate, and proud of what we do. Every team member plays a part in shaping the journey, elevating every detail, embracing what is next, and growing together.

We are looking for an experienced and inspiring Customer Service Manager to join our leadership team and lead our Customer Services team.

About the Role

As Customer Service Manager, you will be responsible for leading and supporting our Customer Service team while ensuring the smooth, efficient and seamless day-to-day operation of Onsen.

This is a hands-on leadership role, perfect for someone who genuinely enjoys being on the floor, supporting their team, interacting with guests and making things happen.

You will play a key role in ensuring our guests receive the warm, professional and exceptional service that Onsen is known for, while also creating a positive, supportive and high-performing environment for our team.

You will be responsible for:

• Leading, motivating and supporting our Guest Experience Attendants, Drivers and Customer Service Supervisors.
• Creating a positive, collaborative and high-performing team culture.
• Ensuring consistently exceptional guest experiences and service standards.
• Managing weekly rosters and ensuring appropriate staffing levels.
• Supporting recruitment, induction, training, coaching and performance management.
• Providing clear direction, regular feedback and ongoing development opportunities for team members.
• Managing guest enquiries, feedback and escalated complaints with professionalism, empathy and confidence.
• Handling unexpected and challenging situations, including overbookings, short-notice changes and operational disruptions.
• Conducting regular inspections of guest areas and ensuring consistently high standards of presentation, cleanliness and service.
• Identifying opportunities to improve operational efficiency and the overall guest journey.
• Working closely with other departments, including Operations and Maintenance, to ensure the smooth running of the facility.
• Supporting group bookings and other operational requirements.
• Ensuring company policies, procedures, health and safety requirements and service standards are consistently followed.
• Responding confidently and appropriately to emergency and operational situations.
• Providing Front of House and wider operational support when required.

This is a varied role where no two days are quite the same. You will need to be comfortable balancing people leadership, guest service, administration and operational problem-solving throughout the day.

About You

We are looking for someone who is a natural leader and genuinely passionate about creating exceptional customer experiences.

You will ideally have:

• At least 3 years’ experience in a leadership, supervisory or senior team member role.
• At least 3 years’ experience in customer service or a front-of-house environment, preferably within hospitality, tourism, wellness or a similar customer-focused industry.
• Demonstrated experience coaching, mentoring and developing team members.
• Strong communication and interpersonal skills.
• Excellent organisation and time-management skills, with the ability to manage competing priorities.
• A calm, confident and solutions-focused approach when dealing with challenging situations.
• Strong conflict-resolution and problem-solving skills.
• A high level of attention to detail and a proactive approach to identifying and resolving issues.
• The ability to lead by example and confidently uphold company standards and expectations.
• The ability to remain professional, positive and composed in a busy environment.
• Confidence using booking systems and other computer-based systems.

Most importantly, you will have a genuine passion for people and customer service and take pride in creating experiences that exceed expectations.

Qualifications & Requirements

• Current First Aid Certificate, or willingness to obtain.
• Current Manager Certificate, or willingness to obtain.
• Full New Zealand Driver Licence.
• Willingness to obtain a P Endorsement.
• Applicants must be New Zealand Citizens or Residents, or hold a valid New Zealand work visa.

Apply Now

Please submit your CV and a cover letter outlining your relevant experience and why you would be a great fit for the Customer Service Manager role at Onsen Hot Pools & Day Spa.