Customer Service Manager

About Maruia Hot Springs

Maruia Hot Springs is an award-winning hot springs eco-resort located in the center of the South Island 2.5 hours from Christchurch and 45 minutes from Reefton in the heart of the Lewis Pass National Park. It is a remote location that is completely off the grid in the mountains surrounded by beach forest and rivers, we offer natural thermal pools, sauna experiences, spa treatments, boutique accommodation, and a licensed restaurant.

We welcome independent travellers, tour groups, and international visitors seeking relaxation, nature, and wellness. Our business operates seven days a week, with weekends being our peak period.

We are a growing, family-led business focused on creating meaningful guest experiences while continuously improving our systems, service standards, and operational efficiency.

The Role

We are seeking a capable and motivated Customer Experience Manager to join our team. 

This is a full-time, hands-on leadership role combining front-of-house management with technology and systems development. The position plays a key role in both daily operations and the continued expansion of our internal technology systems to enhance guest experience.

Key responsibilities include:

• Managing reception operations and overseeing guest services

• Handling complex or sensitive situations (road closures, unwell guests, last-minute changes, international travellers)

• Leading and maintaining high customer service standards

• Managing booking systems, POS systems, and operational software

• Identifying and implementing improvements to technology systems and workflows

• Supporting reporting, data management, and process efficiencies

• Weekend operational oversight

This role requires someone calm under pressure, highly organised, and solutions-focused.

Skills & Experience Required

• A University Degree or Diploma in Information Technology, Business Systems, Computer/Engineering Science, or a related field (essential)

• Strong technical capability with booking systems, POS platforms, reporting systems, and data management

• Experience in customer service leadership, hospitality, or operations management

• Excellent communication skills and professional presentation

• High level of reliability and accountability

• Ability to work effectively in a remote environment

Preferred but Not Essential

• Current First Aid Certificate

• NZ Duty Manager Certificate (or willingness to obtain)

• Experience in tourism, wellness, or destination hospitality

The Lifestyle

This role requires:

• Availability to work weekends

•  Onsite living in a shared staff accommodation

• Adaptability to remote alpine living

• Appreciation for hot springs, wellness, and a healthy lifestyle

We provide:

• Staff accommodation (at a low daily rate)

• Two meals per day

• A supportive team environment

• The opportunity to contribute meaningfully to a growing destination business

Position Details

• Full-time position (minimum 30 hours per week)

• Competitive hourly rate (commensurate with experience and qualifications)

• Start date: Approximately five weeks from advertisement

The applicant requires strong leadership skills and customer service, extensive hospitality experience and experience in the wellness industry, such as yoga practice, sauna infusions, guided walking etc.... This will require the person to be confident to speak publicly to groups.

Any other skills such as graphic design, marketing would all be of benefit for this role. 

This is a permanent 30-40 hour position, pay rate is between $30- $34/hour.

 APPLY NOW and please state if you are a NZ citizen/resident or what your Visa status is.