Head of Guest Services & Reservations

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NZSki is seeking the Head of Guest Services and Reservations for Queenstown to lead guest services across Coronet Peak, The Remarkables and Mt Hutt. You will shape the guest journey, drive sales, uphold response metrics and data governance, and lead a tech-enabled operation spanning online sales, contact centre, POS and guest response. The role requires a tertiary qualification and a proven track record in tourism or customer experience, knowledge of Intouch and Elevate, AI-enabled platforms, AWS and Freshdesk, plus change leadership and people development. To apply, tailor your CV to show measurable CX outcomes, recruitment success and capability-building; deadline 5pm 13 March 2026; inquiries to [email protected]. Highlight passion for the mountains and community involvement.

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Are you fuelled by a passion for the outdoors? Is there something indescribable that draws you to the mountains? Let’s chat. Joining our crew is more than just working at a ski field - it’s a lifestyle, seasonal work is a rollercoaster but it’s one that creates lasting memories that you’ll talk about for a lifetime.

Our NZSki community has been growing since 1947 and continues to offer the best experience for our crew, locals, and guests alike. Everyone at Coronet Peak, The Remarkables and Mt Hutt cares for the mountains and shares a passion for snowsports and the surrounding regions. Our success is due to our awesome customer service, first-class facilities, majestic scenery, and wild terrain.


We are seeking a bold, future-focused leader to set the benchmark for world-class customer response and guest experience across NZSki.


Head of Guest Services, Reservations & Premium Services for Queenstown
We are seeking an experienced and forward-thinking leader to head our Queenstown-based Customer Response and Snow Centre Guest Services operation, with the confidence and capability to seamlessly step in and elevate the team from day one.

Reporting to NZSki General Manager Customer this is a pivotal, year-round leadership role responsible for building and leading a high-performance Reservations, Guest Services and Premium Services team. You will shape the end-to-end NZSki customer journey - across online sales, contact centre, POS and guest response - supporting all mountain locations.

This role carries a high bar: delivering measurable sales performance, exceptional response metrics, operational precision and a consistently world-class guest experience.


What You Will Lead
Customer Experience & Performance

• Build and lead a best-in-class Customer Response and Snow Centre operation.

• Champion professional communication standards and service excellence.

• Deliver on NZSki Guest Services KPIs, customer response metrics and data governance standards.

• Provide strong product leadership to drive exceptional guest outcomes.

• Contribute customer-lens insights to policy and Terms & Conditions review.

Technology, AI & Innovation

• Support effective deployment of AI and automation to enhance response times, efficiency and customer satisfaction.

• Demonstrate proven capability managing AI-enabled customer response platforms to optimise workflows and lift operational effectiveness.

Operational Excellence

• Oversee customer communications and instalment programme management.

• Lead workforce planning and optimisation using Dayforce.

• Capable instructional designer, able to develop scalable online training modules and capability frameworks.

• Ensure operational alignment across Coronet Peak, The Remarkables and Mt Hutt in partnership with mountain-based Guest Services leaders.


• Oversee our Schools and Groups operations across Coronet Peak and The Remarkables.

Recruitment & Capability

• Lead seasonal recruitment planning and winter readiness execution.

• Build year-round capability to strengthen consistency, performance and culture.


About You
• Tertiary qualification in business, tourism, technology, commerce, communications, systems, design or related discipline.

• Significant leadership experience in tourism, contact centre or customer experience environments.


• Deep operational knowledge of Intouch and Elevate e-commerce systems and processes.


• Proven track record managing AI-powered customer response technologies to drive smarter workflows and measurable efficiency gains.

• Strong commercial and operational mindset with disciplined attention to detail.

• Confident leading change, testing new systems and providing customer-focused digital feedback.

• Collaborative, decisive and comfortable setting high expectations.


• Demonstrated experience leading Contact Centre operations, using AWS and Freshdesk to manage guest enquiries and deliver accurate, data-driven reporting.


• Interest and/or history engaging with the local community in Queenstown Lakes.


If you are passionate about the future of customer experience and ready to lead a high-performing, tech-enabled Guest Services operation in Queenstown, we would love to hear from you.


Applications close 5pm March 13, 2026
For enquiries, please contact [email protected]


As Kaitiaki of the mountains we have an enduring commitment to our environment, people, and communities to ensure they benefit from our presence and as proud supporters of Winter Pride we’ve pledged to continue to provide a working environment that embraces and values diversity and inclusion.

Uniform for all roles is provided (just bring your own base layers)

A few other reasons to join our Coronet Peak, The Remarkables and Mt Hutt crew:
• 3 Peak winter season pass (Full Time crew)
• Discounted day passes at other ski areas
• Transport to/from mountains.
• Fantastic wellbeing support for all staff
• Nutritional hot crew meals each day (Discounted)
• Discounts at many local eateries, bars, breweries and retail outlets
• Discounts on mountain
• Regularly organised social activities off mountain
• Cool recognition programmes with prizes
• Earn and learn – free ski lessons (Full Time crew)