Guest Service Manager | Minimum 30 hours | Sherwood Queenstown

Sherwood Queenstown is a sustainably-minded, boutique hotel set on three acres of alpine hillside overlooking Lake Wakatipu and the Remarkables. Blending rustic charm with modern comfort, it offers a unique retreat focused on wellness, creativity, and community. Guests enjoy thoughtfully curated rooms, seasonal cuisine from its award-winning restaurant, and a vibrant cultural calendar featuring live music, art, and wellness experiences. Sherwood is more than a place to stay - it’s a place to connect with nature, self, and others.

About the Role

As Guest Services Manager, you’ll manage the smooth running of Front Office and Reservations, ensuring exceptional service and operational efficiency. You’ll handle guest feedback, oversee check in/out processes, manage rosters, and work closely with other departments to deliver a seamless experience. You’ll also play a key role in training, team development, and driving a positive service culture.

Key Responsibilities

• Lead and supervise the Front Office team, ensuring service excellence and operational efficiency.
• Manage rosters and staffing levels to meet financial and service targets.
• Oversee reservations and ensure accuracy across all guest bookings and systems.
• Handle guest feedback and resolve issues promptly and professionally.
• Maintain strong communication with Housekeeping, F& B, and other departments.
• Drive training initiatives and foster a positive, service focused team culture.

Who We’re Looking For

• Previous experience in Front Office or Guest Services leadership within a hotel or hospitality environment.
• Strong organisational and problem solving skills with attention to detail.
• Excellent communication and ability to lead and motivate a team.
• Professional presentation and a genuine passion for hospitality.
• Ability to work across rotating shifts, including weekends and public holidays.
• Knowledge of hotel systems (Opera preferred) and confidence with financial processes.

Benefits & Perks

When you join EVT, you have access to Incredible team member discounts from your first day on-the-job!

• 50% off dining and stays at EVT hotels – Rydges, QT, Lylo and more.
• Free staff meals and yoga classes.
• Rapid career growth opportunities through our EVT network.
• Local community involvement, volunteering and charitable giving.
• Australia and NZ’s largest and most diverse experiences company

Join Sherwood Hotel and become an EVT experience creator, opportunity taker, the ultimate Daymaker! Join and make a positive impact on our people, communities, and environment every day.

Sherwood is part of EVT!

As market-leading experience creators, we bring to life some of the best-known brands and properties in entertainment, ventures, and travel. Our portfolio includes over 140 entertainment experiences like Event Cinemas and Moonlight Cinemas, 150 award-winning restaurants and bars, and 80+ hotels, including QT, Rydges, Atura, LyLo, Independent Collection by EVT and Thredbo. Our ventures include a ~$2.3B property portfolio and hotel management, just to name a few.