General Manager

Lakeland Queen2024 Limited – Rotorua, North Island

General Manager – Lakeland Queen 2024 LTD (Rotorua)

Location : Rotorua, New Zealand

Reports to : Directors

Capacity : Vessel capacity 199 passengers

Operations : Daily sightseeing and dining cruises on Lake Rotorua

About the Role

The General Manager is responsible for the overall leadership, performance, and smooth operation of the Lakeland Queen, a high-profile cruise vessel offering daily experiences on Lake Rotorua. This role ensures exceptional guest service, operational excellence, regulatory compliance, and strong commercial performance. The General Manager leads all departments, supports the crew and hospitality team, and represents the business with partners, suppliers, and the wider Rotorua tourism community.

Key Responsibilities

Operational Leadership

Oversee all daily cruise operations, ensuring safety, efficiency, and quality guest experiences.

Ensure the vessel meets all maritime and safety regulations at all times.

Manage scheduling for cruises, staff rosters, maintenance, and procurement.

Lead and support department heads (hospitality, kitchen, skippers, deck crew, admin).

Provide strong, positive leadership to all staff and contractors.

Recruit, train, and develop team members to ensure high service standards.

Foster a welcoming, inclusive, and safety-focused team culture.

Conduct performance reviews, coaching, and address HR issues when required.

Guest Experience & Service Quality

Maintain and improve high standards of customer service across all touchpoints.

Handle escalated customer feedback and ensure timely resolution.

Oversee special events, charters, and group bookings to ensure delivery excellence.

Manage budgets, cost control, and financial performance of the business.

Drive revenue growth through pricing, promotions, partnerships, and product development.

Analyse financial results, cruise performance, and produce monthly reports for directors.

Partnerships & Community Engagement

Build and maintain strong relationships within the tourism and hospitality industry.

Represent Lakeland Queen at industry events, local tourism networks, and stakeholder meetings.

Work with local operators, hotels, and booking partners to grow business opportunities.

Safety, Compliance & Maintenance

Ensure compliance with all Maritime NZ requirements and safety protocols.

Oversee health & safety systems, risk management, and crew training.

Work with maintenance providers to ensure the vessel remains in optimal condition.

Skills & Experience Required

Proven experience in hospitality, tourism, marine operations, or similar leadership roles.

Strong operational and team management skills.

Excellent communication and customer service abilities.

Understanding of maritime safety requirements (MNZ experience an advantage).

Financial acumen, including budgeting, forecasting, and reporting.

Ability to lead under pressure in a fast-paced, guest-focused environment.

Problem-solving mindset with a proactive approach.

Personal Attributes

Warm leadership style with a hands‑on approach.

Confident decision‑maker with strong organisational skills.

Professional, calm, and solutions‑focused.

Commitment to delivering exceptional visitor experiences.

How to Apply :

Please send your CV and a cover letter outlining your experience and why you’d be a great fit to

• @lakelandqueen.com

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.

#J-18808-Ljbffr