Guest Service Agent

About the Company

Join a distinguished luxury hotel in Queenstown, New Zealand renowned for personalized guest service. The role involves warmly welcoming new and returning guests while sharing local insights to enhance their experience beyond simple check-ins.

Job Responsibilities

• Deliver prompt, courteous, and professional assistance to all guests.
• Proactively ensure positive and productive interactions with customers and colleagues alike.
• Use a constructive problem-solving approach to resolve guest issues and concerns.
• Welcome guests and manage all phases of their experience, including pre-arrival research.
• Assist in overseeing Front Office operations striving to be recognized for individualized customer service excellence.
• Anticipate and address guest requests and manage event or activity bookings effectively.
• Coordinate group arrivals, departures, and check-ins while supporting their activities during the stay.
• Perform guest greeting, check-in, and assistance duties accurately and professionally.
• Ensure precise billing and information handling during arrival and departure stages.
• Follow established policies for cash handling and front desk security.
• Verify reservations include correct rates and opportunities for upselling.
• Supervise arrivals and departures, supporting baggage handling promptly and securely.
• Manage the valet parking service ensuring safety, care, secure parking, and timely vehicle retrieval.
• Respond urgently to guest or management messages as necessary.
• Administer lost property and courier services within the hotel.
• Engage in quality control activities monitoring guest satisfaction throughout their visit.
• Promote on-site amenities and seasonal activities or offers actively.
• Work closely with maintenance to expedite guest-focused maintenance requests.
• Collaborate with all hotel departments to foster effective teamwork.
• Partner with local activity providers to offer memorable guest experiences.
• Provide support to other departments including Food & Beverage and Housekeeping with tasks such as service delivery, room service assistance, rollaway bed preparation, and turndown service.

Candidate Qualifications

• Minimum one year of experience in hotel guest services, preferably with knowledge of Opera or similar Property Management Systems.
• Excellent communication abilities and a solid understanding of luxury guest expectations.
• Effective time and task management skills are essential.
• Professional appearance and grooming aligning with a high-end hospitality environment.
• Clean background check.
• Availability to work weekends, public holidays, and varied shifts including mornings, days, and evenings.

Additional Information and Benefits

• The position is permanent with a guaranteed minimum of 30 hours weekly and a flexible roster.
• Starting wage is $28.53 per hour.
• Competitive salary accompanied by perks such as daily staff meals, uniform dry-cleaning and laundry allowance, and anniversary stay credits with food and beverage benefits.
• Access to free gym facilities and ski hire during winter months.
• Employee assistance programs supporting well-being and mental health.
• Progressive workplace policies including 12 weeks paid parental leave and inclusive practices.
• Opportunities for social involvement and community activities.
• Training and career growth supported by award-winning hotel leadership programs.
• Discounts on hotel stays, dining, and spa treatments across a global network for employees and their families.
• A supportive and welcoming work culture with ongoing recognition and reward programs.
• Referral incentives to encourage recommending potential candidates.

Diversity and Inclusion Commitment

The employer is committed to fostering diversity and inclusivity and provides reasonable accommodations throughout the hiring process upon request.