Wero Climb & Whitewater Park is looking for a dynamic Guest Experience Manager to lead our front-of-house team at New Zealand’s premier adventure destination. In this full-time role, you’ll be at the heart of our operation, ensuring every guest receives a warm welcome and seamless service from arrival to departure. If you have a talent for leadership, a keen eye for detail, and thrive in a fast-paced, customer-focused environment, we invite you to bring your energy to our team.
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Company Overview
Wero Climb & Whitewater Park is an award-winning adventure destination where visitors come to experience the thrill of whitewater rafting and climbing in a world-class facility. We are more than just an activity centre; we are creators of memorable moments and champions of exceptional New Zealand hospitality. Our team is built on a foundation of safety, passion, and a shared commitment to delivering outstanding experiences for every guest who walks through our doors.
Key Responsibilities
As the leader of our guest journey, you will oversee all aspects of the front-of-house experience. Your key duties will include:
- Leading and inspiring the customer service team to deliver exceptional, friendly, and efficient service at reception and check-in.
- Managing daily operations at the front desk, including preparing the area, processing bookings via our Rezdy and POS systems, and handling all guest enquiries in person, by phone, and email.
- Ensuring the highest standards of presentation, cleanliness, and organisation in all guest-facing and office areas.
- Acting as a key point of contact for corporate and group bookings, liaising with caterers and coordinating schedules to ensure flawless execution.
- Monitoring operational systems, including VHF radios and river software, and being prepared to initiate emergency procedures if required.
- Creating staff schedules and managing booking system capacities to align with operational needs and resource availability.
- Continuously seeking and implementing improvements to enhance the overall customer experience and support revenue growth.
Qualifications
We are looking for an organised and enthusiastic leader with the following:
- A minimum of two years’ experience in a customer service role, ideally within the hospitality, tourism, or attractions sector. Previous team leadership experience is a strong advantage.
- Proven experience operating online booking systems (Rezdy experience is a plus) and a good level of general digital literacy.
- Exceptional communication and interpersonal skills, with a natural ability to engage warmly with guests and staff.
- Strong operational and problem-solving skills, with the ability to multitask and prioritise effectively in a dynamic environment.
- A genuine passion for the outdoors and adventure tourism.
- Flexibility to work a rotating roster that includes weekends and public holidays.
Please note: This is a safety-sensitive role, requiring a clear pre-employment drug and alcohol test, with the possibility of random testing thereafter.
Benefits and Perks
Joining our team means becoming part of an exciting and supportive adventure community. We offer:
- A competitive annual salary between $60,000 – $65,000.
- Opportunities for personal and professional growth within a leading adventure tourism business.
- Free access to our world-class climbing and whitewater activities.
- A dynamic, fun, and collaborative work environment.
- The unique satisfaction of creating joy and excitement for our guests every day.
How to Apply
If you are ready to lead our guest experience to new heights, we would love to hear from you.
To apply, please submit your current CV and a cover letter outlining your relevant experience and why you are excited about this role at Wero Climb & Whitewater Park. We look forward to welcoming our next adventure leader.
