UH 2026 UH Guest Services Returners

Position Description – Guest Services Ultimate Hikes are the exclusive operators of multi‑day guided walks on the famous Milford & Routeburn Tracks, the Greenstone Track and other iconic New Zealand Great Walks. We combine challenging hiking with private lodges and unique hospitality to create memorable experiences for our guests. Purpose Guest Services staff are responsible for delivering day‑to‑day customer service at the Ultimate Hikes Centre in Queenstown. Key focuses include managing walker information and requirements prior to departure, monitoring personal data, presenting briefings, and ensuring the experience exceeds expectations. Location Queenstown Ultimate Hikes Centre – 9 Duke Street, Queenstown 9300, New Zealand. Hours of Work The role is seasonal. Work hours are approximately 40 hours per week, including weekends as required. Key Responsibilities Manage first impressions and provide a welcoming environment with high service standards. Communicate professionally with a wide range of people. Assess walker lists before arrival and relay relevant information. Meet and greet walkers, respond to inquiries, monitor check‑in forms, and share important data with guides and lodges. Present client briefings. Handle administrative duties that facilitate smooth walk operations. Distribute guest information to lodges, drivers, guides, and staff. Process bookings and complete basic reservation duties. Undertake general shop duties: retail sales, payment acceptance, invoice preparation, stocking, and premise maintenance. Assist with stock management and inventory. Administration Complete accurate, timely and relevant reports. Health & Safety Comply with the Safety Management System and foster a positive safety culture. Identify and report hazards, ensuring equipment is safe and functional. Work in accordance with all safety procedures. Other Undertake any other administration or operational tasks as required. Qualifications – Experience A passion for exceptional guest experiences. Minimum of 6 months experience in guest service and/or retail. Ability to work effectively with team members to achieve results. Demonstrated skill in assessing information and resolving issues with team members or guests. Confidence in addressing customer groups. Experience in a collaborative team environment. Right to work in New Zealand. Qualifications – Knowledge Good physical fitness. Proficient use of computer systems, including Microsoft Office. Ability to adapt and remain resilient in challenging situations. Strong behavioral control under pressure. Motivation to learn, improve, and enjoy the work environment. Excellent team‑playing attitude and initiative. Retail or guest‑services background. Extensive knowledge of shop and company products. Personal Characteristics – Core Performance The following competencies are essential for all roles within Ultimate Hikes. Driven by results: operate under pressure, stay focused, and seek performance challenges. High‑speed learning: continually challenge and develop knowledge, apply learning quickly, and seek feedback. Trust & integrity: direct, truthful, confidential, and respectful. Energy: maintain stamina and long working hours when necessary. Safety: identify issues, take corrective action, and uphold standards. Managing work: multitask, prioritize, and organize effectively. People management: understand motivators, set targets, build confidence, and provide constructive feedback. Relationship building: liaise with diverse people, use diplomacy, listen, and resolve conflicts. Change management: make tough decisions, address resistance, and select interventions that yield greatest results. Planning & prioritizing: set clear outcomes, focus on critical aspects, decompose work, delegate, and anticipate roadblocks. Legal & Equality Statement Ultimate Hikes is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, or any other protected characteristic. #J-18808-Ljbffr