Customer Service Supervisor

• A minimum of 30 guaranteed hours per week
• $32.67 per hour
• 3 positions available

About Onsen

At Onsen Hot Pools and Day Spa, we don’t 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.

About the Role

This is a fantastic opportunity to step into a leadership role at one of Queenstown's most iconic destinations.

As a Customer Service Supervisor, you will guide and inspire a talented team across multiple departments, ensuring every detail of our operation reflects the tranquillity, luxury, and impeccable service our guests cherish.

This role places you at the helm, ensuring the seamless and efficient daily operations of our facilities. You will lead, inspire, and support your fellow team members, manage guest expectations, handle feedback with professionalism, and oversee the success of each shift.

Key responsibilities include:

• Lead and support employees across all departments, ensuring high performance and professionalism.

• Foster a positive team culture aligned with brand values.

• Create a welcoming and professional environment for all guests.

• Resolve complaints, concerns, and unexpected situations with confidence and professionalism.

• Ensure policies are upheld while maintaining positive guest relationships.

• Maintain high standards of cleanliness, presentation, and operational efficiency.

• Ensure the safety and wellbeing of all guests and staff.

• Manage incidents and emergencies in accordance with company policies.

• Maintain operational controls to protect the integrity of the business.

• Open and close the facility, including securing the premises, reconciling daily takings and preparing bank deposits.

• Monitor upcoming bookings, including group bookings, and proactively identify and resolve discrepancies.

• Assist with guest check-in, escort guests to pool rooms and provide information about our facilities and services.

• Perform basic plant-room procedures when required, including adjusting pool water levels and temperature.

• Monitor stock levels and maintain the presentation and pricing of retail items.

• Support emergency responses, evacuations and health and safety procedures.

• Operate the courtesy shuttle bus when required.

About You

• Proven team leadership experience, with a minimum of 1 year in a supervisory role, or a diploma in a relevant field.

• At least 2 years’ front-line experience, including a minimum of 1 year in a customer service environment.

• Exceptional customer service skills.

• Excellent written and verbal communication skills.

• Strong organisational skills, attention to detail and the ability to prioritise and delegate effectively.

• Excellent problem-solving skills and the ability to remain professional in high-pressure situations.

• The ability to mentor, coach, motivate and support team members.

• Initiative, professionalism and a commitment to continuous learning and development.

• Previous experience with booking and reservations systems will be highly regarded.

• Current Manager Certificate or willingness to obtain.

• Full NZ Driver Licence

• P Endorsement or willingness to obtain.

• Flexible and adaptable, with availability to work rotating shifts, including mornings, evenings, weekdays, and public holidays.

If you are ready to take the next step in your leadership career and be part of a dynamic, guest-focused environment, we’d love to hear from you.