We have an exciting opportunity for a customer service professional with natural leadership qualities to be a part of our world-class and high-performing team.

Proudly Awarded Oceania's Leading Hotel 2023 at the World Travel Awards.

Our work ethos is nurturing and supportive. We are the Millbrook family and take great pride in being one of New Zealand's best workplaces.

The Role

As Guest Services Manager at Millbrook Resort, you will be at the heart of our daily operations, leading a vibrant Front Office team and coordinating the seamless flow of the guest experience. This position is ideal for someone who thrives in a fast paced, ever changing environment where each day brings something new.

You will inspire, coach, and develop a large team of guest facing professionals, ensuring they feel supported, engaged, and empowered to deliver exceptional service. With our extensive range of luxury accommodations, you will play a key role in setting the tone for every guest's stay from the moment they arrive until the moment they depart.

Your day will include warm welcomes, thoughtful problem solving, and proactive coordination across departments. You will manage guest requests with confidence, resolve concerns with empathy, and create memorable moments that surprise and delight. Whether you are tailoring an experience, anticipating needs, or enhancing a special occasion, you will ensure every guest feels genuinely cared for.

At Millbrook Resort, we take pride in collaboration, professionalism, and delivering a bespoke, high end experience. This role is essential to bringing that vision to life, leading from the front, championing service excellence, and shaping the guest journey in meaningful and lasting ways.

Success Profile

• Passion for exceptional service delivery and the hospitality industry
• Minimum of two years' experience in guest relations, preferably within a five‑star environment
• Strong focus on elevating the guest experience, with proven ability to anticipate needs and resolve issues proactively
• Excellent guest relations and communication skills, coupled with a positive, ‘can‑do' attitude
• Leads by example with the ability to motivate and inspire a productive, guest‑focused team
• High level of attention to detail and exceptional organisational skills
• Experience creating, implementing, and driving both new and existing service initiatives
• Impeccable personal grooming and professional presentation
• Experience in training team members, driving engagement, and supporting development, with strong commitment to teamwork
• Knowledge and experience with Agilysys Hotel Management Systems preferred
• Ability to work independently, think creatively, and collaborate effectively as part of a team
• Resilient, adaptable, and able to respond calmly to a variety of guest and operational situations
• Flexible availability to work weekends, public holidays, and rostered shifts. Regular days off will typically fall between Monday and Thursday.
• Full, clean driver's licence is essential
• First Aid Certificate advantageous - support available to obtain certification

Location: Arrowtown, Queenstown

Hours: Full-time permanent (40 hours per week guaranteed)

Pay Banding: $65,000 - $70,000 per annum

My Millbrook

At Millbrook Resort, our people truly are our greatest strength, and we are committed to recognising and rewarding the hard work, passion, and professionalism that each team member brings. We foster a culture where learning, growth, and career development are encouraged every day, giving you the opportunity to build a meaningful and successful future with us.

When you join the Millbrook family, you gain access to an exceptional range of benefits designed to support your wellbeing and elevate your lifestyle. These include generous discounts on accommodation, food and beverage, spa treatments, and golf, as well as savings across many of our resort products and services. You will also enjoy free on‑site parking, a daily travel allowance for those living more than 25 kilometres from the resort, and the chance to work within an inspiring, supportive team culture that celebrates collaboration and excellence. Millbrook is a place where you can thrive, feel valued, and be part of something truly special.

If you wish to work in this dynamic, challenging and bustling environment and have the attributes above, we'd love to hear from you. Begin your Millbrook journey today and apply!