Guest Experience Manager

Christchurch Holiday Homes is seeking a passionate and dedicated Guest Experience Manager to join our team on a part-time basis . Based in Christchurch, Central Canterbury , this role is fundamental to delivering exceptional hospitality and ensuring every guest creates memorable experiences with our holiday properties. As Guest Experience Manager, you will be the cornerstone of our commitment to customer satisfaction, overseeing all aspects of guest interactions and property management to uphold our reputation as a premier holiday accommodation provider. This position offers flexibility with part-time hours, allowing you to balance professional responsibilities with personal commitments. Key responsibilities Manage and coordinate guest communications before, during and after their stay, ensuring all enquiries are responded to promptly and professionally Oversee check-in and check-out procedures, guaranteeing smooth transitions and positive first and final impressions Address guest concerns and complaints with sensitivity and efficiency, implementing solutions that maintain satisfaction and loyalty Monitor and maintain guest feedback systems, analysing reviews to identify trends and areas for continuous improvement Coordinate with housekeeping and maintenance teams to ensure all properties are immaculate and fully operational Develop and implement guest experience initiatives and programmes that enhance stays and encourage repeat bookings Maintain detailed guest records and preferences to personalise future experiences Liaise with local attractions and service providers to offer guests curated recommendations and experiences Report on guest satisfaction metrics and experience outcomes to senior management What we're looking for Proven experience in hospitality management, guest relations or customer service roles within the tourism or accommodation sector Excellent interpersonal and communication skills, with the ability to engage warmly with diverse guests from various backgrounds Strong organisational abilities and attention to detail, capable of managing multiple guest interactions simultaneously Problem-solving skills and the capacity to remain calm and professional in challenging situations Proficiency with property management systems, booking platforms and customer relationship management tools Ability to work independently and as part of a collaborative team within a part-time framework Knowledge of Christchurch attractions, local businesses and tourism offerings is advantageous Relevant hospitality qualifications or certifications would be beneficial What we offer Christchurch Holiday Homes is committed to supporting our team members with benefits that enhance both professional and personal wellbeing. We offer flexible part-time working arrangements that allow you to maintain work-life balance whilst making a meaningful contribution to our business. Our team enjoys a supportive and collaborative work environment where your ideas are valued and your career development is encouraged. We provide access to ongoing training opportunities within the hospitality and tourism sector, alongside discounts on local services and attractions. Employee wellbeing is a priority, and we foster a culture of respect, inclusivity and mutual support. About us We're Christchurch Holiday Homes, operating under our guest-facing brand BookaHome. We've been managing short-term rentals since 2011 — born out of the earthquake years — and today we look after 100+ homes across Christchurch, Canterbury and beyond. We're not a faceless platform. Real people answer our phones, always. Our approach is simple: automate the admin, keep the identity human. This role sits right at the heart of that. #J-18808-Ljbffr