Customer Service Front of House/Frontline - Front of House
Tourism Holdings Limited
Christchurch
Full time
1 day ago
JOB DESCRIPTION
Title Guest Experience Host
Department Christchurch Rentals, NZ
Reporting to Assistant Branch Manager
Date June 2025
ABOUT TOURISM HOLDINGS LIMITED:
We are thl. Listed on the ASX and NZX. A global family of RV brands delivering the most enriching way to experience the world. Championing a way of travelling that creates true value for the people, places, and environments we touch.
Together, we are more vertically integrated, globally-connected, and ambitious than anyone else in RV. We design and build. We rent. We sell. Delivering to hundreds of thousands of customers every year across our operations in New Zealand, Australia, United Kingdom & Europe, USA, and Canada; and franchises in Southern Africa and Japan.
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.
We are always moving forward and always evolving. Holding the keys to future possibilities that we cannot even imagine today. At thl we believe that anywhere is possible.
PURPOSE:
To ensure a positive customer experience through engagement, information and customer service delivery, which meet thl’s standards. Customer Service to exceed the customer’s expectations, whilst achieving sales, productivity and strategic targets.
EDUCATION AND EXPERIENCE:
Restricted Driver’s License and above required.
Previous experience in customer service, sales, hospitality, travel & tourism, or retail is highly desirable but not essential.
Experience in sales and the ability to up-sell and cross-sell.
Experience in conflict resolution.
Second language advantageous, with high preference for German, French, Spanish, Mandarin, & Korean.
SKILLS AND ATTRIBUTES:
Strong attention to detail and strong time management.
Clear communication skills.
Customer-oriented with an ability to adapt/respond to different types of characters.
Problem-solving skills and the ability to rationalize a decision by communicating a clear resolution pathway.
Displays self-motivation to a high standard.
Engaging, accurate, resolve-focused.
Patient and empathetic.
Target-driven and a team player.
Passionate about travel & people.
Familiar with multi-cultural environments.
Pro-active, adaptable/flexible to change.
ROLE RESPONSIBILITES:
Engage and develop positive customer relationships/experiences through engagement, information and service delivery
Resolve product or service problems by clarifying the customer's complaint; selecting and explaining the best solution to solve the problem; escalating to ensure resolution
NZ Ambassador, able to impart local knowledge
Meet personal/customer service team sales targets
Complete daily tasks to ensure smooth running of department
Take an active part in group discussions
Raise ideas for improvement
Clear communication with team members/Team Leaders/ Customer Service Manager
Actively participate in, and contribute to the thl Health and Safety system. To observe all safe work procedures, rules and instructions
To report all incidents, injuries and hazards to the appropriate person To report any pain or discomfort
To take an active role in the company’s treatment and rehabilitation plan, to ensure an early and durable return to work
Other duties as required by your Team Leader or Manager that is reasonably within the capabilities of the person and are aimed at achieving thl’s objectives.
Number of Direct Reports: Nil Responsibility: Nil
Interactions:
Branch Manager, Rentals Manager, Assistant Manager, Workshop Manager, Departmental Team Leaders, Mechanics, Customer Service Department, Detailing Department, Fleet Coordinators, Stores Department, thl’s other branches, On Road Assistance, Customer Care, External Providers