Duty Manager

Posted Monday, 22 June 2026 at 2:00 am Tourism Holdings Limited (thl) is New Zealand’s top tourism company and the world’s largest provider of recreational vehicles. Duty Manager – Auckland We’re looking for a Duty Manager to join our Auckland team on a full-time permanent basis. This role is ideal for a hospitality professional who thrives in a fast‑paced customer service environment and can lead a high‑volume team focused on guest experience. Key Responsibilities Lead and support the customer service team to provide warm, efficient, and seamless service to every guest. Supervise and coordinate all aspects of the guest check‑in and check‑out process to ensure a smooth and welcoming experience. Maintain a positive, guest‑focused team culture and motivate staff to consistently deliver high standards of service. Act as the main point of contact for guest‑facing staff, providing guidance, resolving issues, and ensuring clear communication at all times. Address customer concerns and resolve any issues promptly and professionally, always aiming to exceed guest expectations. Oversee rostering, payroll, and HR processes for the front‑line crew to ensure correct and timely completion. Ensure all customer service staff are trained on and adhere to company policies, procedures, and health and safety regulations. Coach and develop team members, fostering professional growth and a collaborative environment. Monitor performance metrics such as customer feedback, complaints, sales add‑ons, and operational efficiency to drive continuous improvement. Facilitate regular meetings and communication channels within the department and with other teams to keep everyone informed and aligned. Ensure compliance with all legal, safety, and operational standards in every aspect of front‑of‑house operations. Key Requirements Full Driver’s Licence. Minimum of 1 year of experience in customer service and rental operations, or an equivalent NZQF level 2/3 or AQF Associate Degree certificate of II or III. Demonstrated leadership skills with a focus on team performance and customer satisfaction. Proven ability to manage and optimise rental services to achieve business objectives. Strong familiarity with regulatory compliance and risk management specific to rental operations. Proven experience in human resources practices, including recruitment, employee onboarding, retention strategies, and fostering a positive workplace culture while ensuring legal and regulatory compliance. Minimum of 40 hours per week. The operation runs seven days a week with shifts as rostered, 10‑hour shifts 7 am‑5:30 pm, not late nights. What We Offer A supportive, friendly, collaborative team environment. Opportunities for ongoing training and development. A chance to work with a diverse range of vehicles and motorhomes. Comprehensive induction and ongoing support to help you hit the ground running. Guest‑centric culture that encourages crew to experience our products just like our guests. Competitive salary between $29 – $32 per hour, depending on experience, sales incentive, and benefits package. Employee recognition programmes that celebrate success across the team. Diverse and inclusive team culture. We are an equal opportunity employer and we aim to recruit a diverse range of people with a diverse range of talents to help us achieve our goals. Note that only selected candidates will be contacted. #J-18808-Ljbffr