Guest Experience & Service Excellence Specialist – Remote

ABOUT US

Hampshire Holidays NZ is a growing network of holiday parks across New Zealand, focused on delivering exceptional guest experiences, operational excellence, and sustainable growth. As we continue to expand our portfolio, we are investing in our people, parks, and communities while building a strong and recognisable holiday park brand. Our team is passionate about creating memorable experiences for guests, driving commercial success, and shaping the future of holiday parks across New Zealand.

We’re looking for a Guest Experience & Service Excellence Specialist to help our park teams deliver consistent, high-quality guest service every day. Innovation, Courage and Care show up in this role in practical ways: finding better ways to deliver service, raising service gaps early and respectfully, and thinking about the impact on guests and colleagues.

You’ll work with park leaders and teams to coach, review and improve service, using guest feedback and data to decide where to focus.

Our success is built on shared values that guide how we work every day: Innovation, Courage & Care.

ABOUT THE ROLE

As the Guest Experience & Service Excellence Specialist, you’ll help our parks put Hampshire’s approved guest experience standards into everyday practice. Brand owns the standards; working with Brand, Operations and HR, you’ll implement them, build capability across teams and support consistent guest experiences across.

You’ll combine training, coaching, quality assurance and continuous improvement expertise to support operational teams, identify improvement opportunities, and turn guest feedback into practical action.

Key Responsibilities

Service Excellence & Guest Experience

• Support the implementation and delivery of approved guest experience standards across our portfolio of holiday parks.
• Conduct service reviews, audits and observations to identify opportunities for improvement.
• Work with operational leaders to embed service excellence into daily practices and team routines.
• Champion a guest-centric culture and promote high-quality service delivery.

Training & Capability Development

• Deliver and support service excellence training, onboarding and refresher programmes.
• Coach leaders, Guest Experience Champions and frontline teams to strengthen service behaviours and capability.
• Support the development of learning resources, tools and service excellence programmes.
• Identify capability gaps and recommend targeted development initiatives.

Quality Assurance & Continuous Improvement

• Monitor service quality, guest feedback and operational performance trends.
• Conduct root cause analysis on recurring service issues and identify practical solutions.
• Support the development, implementation and monitoring of corrective action plans.
• Share best practices and improvement opportunities across the business.

Guest Feedback & Service Recovery

• Analyse guest reviews, surveys, complaints and feedback to identify trends and insights.
• Support teams to effectively respond to guest concerns and deliver positive service recovery outcomes.
• Monitor recurring issues and escalate systemic risks where appropriate.
• Help improve guest satisfaction and loyalty through practical service improvements.

Collaboration & Stakeholder Engagement

• Partner with Brand, Operations, HR and other key functions to support a consistent guest journey.
• Provide service insights and recommendations to support informed decision-making.
• Build strong relationships and influence positive change across the organisation.
• Contribute to projects and initiatives that enhance guest experience and operational effectiveness.

ABOUT YOU

You’ll bring strong relationship-building skills and a practical, solutions-focused approach to improving guest service.

You’ll ideally bring:

• Experience implementing guest experience standards across multiple sites, teams or guest touchpoints.
• At least [five] years’ experience in guest experience, customer experience, service excellence, hospitality, tourism or operational quality roles (or equivalent experience), ideally in a multi-site, customer-facing service organisation.
• Strong coaching, facilitation and training skills.
• Experience analysing customer feedback and service performance data.
• Knowledge of continuous improvement, quality assurance or service improvement methodologies.
• Strong stakeholder management skills.
• The ability to influence, engage and drive outcomes across diverse teams.
• Clear, respectful communication with park leaders and frontline teams.

WHY WORK WITH US?

• Join a trusted, family-owned business with a growing national footprint
• Work in a Shared Services environment with autonomy, flexibility and meaningful operational impact
• Be part of a collaborative team supporting operations across Australia and New Zealand
• Get set up for success with company-provided IT equipment
• Access our AI Ambassador program to build future-ready skills
• Be recognised through multiple reward and recognition initiatives
• Connect through a dedicated culture committee that keeps our remote teams engaged

In this role you’ll work directly with park leaders and teams, alongside Brand, Operations and HR. The role is remote within New Zealand, with regular travel to our holiday parks.

JOIN OUR TEAM

Apply Now

If this sounds like you, or someone you know, we’d love to hear from you. Please submit an up-to-date resume along with a cover letter by clicking the Apply Now button.

Please note: Successful candidates will be required to complete a National Police Check as part of the pre-employment process.

Recruitment Agencies

Please note that we do not accept unsolicited resumes from Recruitment Agencies. No fees will be payable to any third party in respect of any candidate introduced without our prior written agreement