Te Pā Tū is Aotearoa’s premier Māori cultural experience, based in the heart of Rotorua. Rooted in the traditions of our ancestors and powered by the spirit of manaakitanga, we create immersive, authentic encounters that celebrate the richness of Māori culture through storytelling, performance, kai, and connection.
Job Description
As part of our Reservations team, you’ll be based at our Te Pā Tū Gathering Place, located at 1220 Hinemaru Street, Rotorua – the gateway where the journey for our manuhiri (guests) begins. Join us in showcasing the essence of who we are as Māori, while ensuring every guests experience starts with warmth, care, and precision.
Key Responsibilities:
1. Customer Service with Manaakitanga
Greet and assist guests warmly using appropriate te reo Māori greetings (e.g., kia ora, nau mai)
Provide a culturally enriching and welcoming experience in all guest interactions
Ensure guests feel valued and connected through respectful and inclusive communication
2. Booking and Reservation Management
Handle reservations via phone, email, and booking systems efficiently and accurately
Provide information about culturally significant experiences, tours, and services
Recommend options that highlight Māori culture (e.g., pōwhiri, kapa haka, marae visits, traditional kai experiences)
3. Cultural Storytelling and Knowledge Sharing
Share basic knowledge of local iwi, tikanga (customs), and cultural practices relevant to the guest experience
Be able to explain the significance of Māori elements in our offerings (e.g., names of places, meanings)
Guide guests on cultural etiquette when engaging in our experiences that we have to offer
4. Administrative and System Support
Maintain up-to-date records of reservations and guest preferences
Process payments, confirmations, and cancellations according to company policy
Ensure reservation systems include Māori experience options and correct information· Uphold both general health & safety and cultural safety standards
Desired Skills and Experience
Qualifications:
Minimum 1–2 years in a front-line, reservations, or guest services role
Proven ability to deliver excellent customer service and work under pressure
Familiarity with key Māori customs, values (e.g., manaakitanga, whanaungatanga, kaitiakitanga), and practices
Excellent verbal and written communication
Confident in engaging with a diverse range of guests
Flexibility to work weekends and public holidays
Strong desire to be a part of a Kaupapa Maori Organisation
Uphold health, safety, and hygiene standards in all aspects of our service
To learn more about Te Pā Tū please visit: www.te-pa-tu.com
All applicants must have NZ residency or a valid work visa, and the preferred applicants will be required to undergo pre-employment checks including Ministry of Justice and Drug and Alcohol testing.
Applications for this position close Friday, 3 October 2025.
