General Manager

General Manager – Lakeland Queen 2024 LTD (Rotorua)

Location: Rotorua, New Zealand
Reports to: Director
Operations: Bistro and Daily sightseeing and dining cruises on Lake Rotorua

The Lakeland Queen will reopen on October 1 for the summer and fall season, and we’re looking for an enthusiastic General Manager to lead our team.

This seasonal position is approximately 30 hours per week, with weekend availability required, as weekends are our busiest time.

About the Role

The General Manager is responsible for the overall leadership, performance, and smooth operation of the Lakeland Queen, a high-profile cruise vessel offering daily experiences on Lake Rotorua. This role ensures exceptional guest service, operational excellence, regulatory compliance, and strong commercial performance. The General Manager leads all departments, supports the crew and hospitality team, and represents the business with partners, suppliers, and the wider Rotorua tourism community.

Key Responsibilities

Operational Leadership

• Oversee all daily cruise operations, ensuring safety, efficiency, and quality guest experiences.
• Ensure the vessel meets all maritime and safety regulations at all times. Our head skipper and owner will assist with this.
• Manage scheduling for cruises, staff rosters, maintenance, and procurement.
• Lead and support department heads (hospitality, kitchen, skippers, deck crew, admin and advertising/promotion.

People Leadership

• Provide strong, positive leadership to all staff and contractors.
• Recruit, train, and develop team members to ensure high service standards.
• Foster a welcoming, inclusive, and safety-focused team culture.
• Conduct performance reviews, coaching, and address HR issues when required.

Guest Experience & Service Quality

• Maintain and improve high standards of customer service across all touchpoints.
• Handle escalated customer feedback and ensure timely resolution.
• Oversee special events, charters, and group bookings to ensure delivery excellence.

Financial & Commercial Management

• Manage budgets, cost control, and financial performance of the business.
• Drive revenue growth through pricing, promotions, partnerships, and product development.
• Analyse financial results, cruise performance, and produce monthly reports for directors.

Partnerships & Community Engagement

• Build and maintain strong relationships within the tourism and hospitality industry.
• Represent Lakeland Queen at industry events, local tourism networks, and stakeholder meetings.
• Work with local operators, hotels, and booking partners to grow business opportunities and marketing.

Safety, Compliance & Maintenance

• Ensure compliance with all Maritime NZ requirements and safety protocols with our head skipper and owner.
• Oversee health & safety systems, risk management, and crew training.
• Work with maintenance providers to ensure the vessel remains in optimal condition.

Skills & Experience Required

• Proven experience in hospitality, tourism, or similar leadership roles.

• Strong operational and team management skills.

• Excellent communication and customer service abilities.

• Financial acumen, including budgeting, forecasting, and reporting.

• Ability to lead under pressure in a fast-paced, guest-focused environment.

• Problem-solving mindset with a proactive approach.

Personal Attributes

• Warm leadership style with a hands-on approach.
• Confident decision-maker with strong organisational skills.
• Professional, calm, and solutions-focused.
• Commitment to delivering exceptional visitor experiences.

How to Apply:
Please send your CV and a cover letter outlining your experience and why you’d be a great fit to [email protected]