Duty Manager at Tourism Holdings Ltd

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

20 Sep, 26

Salary

32.0

Posted On

22 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, Operations Management, Team Coordination, Conflict Resolution, Rostering, Payroll Management, Human Resources, Performance Monitoring, Health and Safety Compliance, Staff Coaching, Risk Management

Industry

Travel Arrangements

Description

Tourism Holdings Limited (thl) is New Zealand's top tourism company and the world's largest provider of recreational vehicles. Joining thl gives you the chance to jumpstart your career in NZ's vibrant tourism industry. Our brands include maui, Apollo, Britz, Mighty rentals, and more. We also design motorhomes through Action Manufacturing and create digital products via thl Digital. Collectively we represent over 15 RV brands, each with strong brand equity and local heritage in the markets they operate. Amplified by our connections to the broader tourism industry and manufacturing sectors. What We Do: We're all about creating unforgettable memories. We believe road trips are the ultimate way to holiday! With over 35 years of experience building, renting, and selling RVs across Australia, New Zealand, the USA, Canada, the UK, and Europe, we know RVs inside and out. That's a lot of places and a lot of memories! We're looking for a Duty Manager to join our Auckland team on a full-time permanent basis. This is a great opportunity for a hospitality professional to step away from late nights or the next opportunity for an operations leader to take on this challenging but rewarding position. If you have Leadership experience in a fast-paced customer service or tourism-based business, with high volumes and have excellent communication skills, a positive attitude and are passionate about guest experience this is the role for you! 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 years of experience in customer service and rental operations, or a related business sector (and/or the equivalent NZQF level 2 or 3 qualification 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 optimize 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. We are a seven-day operation and shifts as rostered, four day roster, 10 hour shifts 7am-5:30pm, 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. Benefits: We offer ongoing support and training, starting with a thorough induction to help you hit the ground running. We encourage a guest-centric culture by giving our crew the chance to experience our products just like our guests do. Our crew around the world are passionate about creating unforgettable journeys, and we celebrate their success through dedicated recognition programmes. We offer a competitive salary between $29-$32 per hour depending on experience, sales incentive and benefits package: Want to go on a road trip with your friends and family? We'll hand you the keys to your ride. Want to go caving underground and abseiling down waterfalls? We'll provide you with a wetsuit and some rope. Diverse and inclusive team culture If you're ready to join a dedicated team, help maintain our fleet, and grow in your career, apply today! Thank you for your application, 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. Your privacy is important to us. Our privacy policy explains how we collect, process, use, store and disclose your personal data, as well as your rights associated with that data. This policy is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary at the end of the document to understand the meaning of some of the terms used. https://www.thlonline.com/privacy

Responsibilities

Lead the customer service team to ensure seamless guest check-in and check-out processes while maintaining a positive team culture. Oversee operational tasks including rostering, payroll, HR processes, and compliance with safety regulations.