Guest Experience Agent

Skyline Enterprises; Queenstown; On-site; NZD 40,000 - 41,000; Full time

Benefits offered by this job

Free gondola rides

Luge rides for family

Career progression opportunities

Job summary

Skyline Tours Limited, trading as Blue Peaks Lodge & Apartments, is seeking a motivated Guest Experience Agent to join our Queenstown team. This hands-on hospitality role focuses on welcoming guests, managing check-ins and reservations, and delivering exceptional service across the property.

The ideal candidate will have at least 6 months of hospitality or customer service experience, basic PMS knowledge, strong communication skills, and the ability to work independently with flexible hours,

Qualifications

• Minimum 6 months of hospitality, accommodation, tourism, or customer service experience, or a Level 3 qualification (or overseas equivalent).
• Experience using PMS/front desk software is desirable.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to work independently and manage competing priorities.

Responsibilities

• Provide a welcoming and professional first impression for guests.
• Manage guest check-ins and check-outs.
• Handle reservations, guest enquiries, phone calls, emails, and payment processing.
• Provide information about hotel facilities, services, and local attractions.
• Resolve guest concerns and complaints promptly and professionally.
• Collaborate with housekeeping and other teams for a seamless guest experience.

Skills

Communication skills

Customer service

Problem-solving

Independence

Time management

Organisational skills

Flexibility

Maintenance aptitude

Education

Level 3 qualification (or overseas equivalent)

Tools

Property Management System (PMS)

Job description

About The Role

Skyline Tours Limited (trading as Blue Peaks Lodge & Apartments) is seeking a motivated and versatile

• Full Time
• Application Closes 11 Oct 2026
• Otago - Queenstown
• Customer Service Representative

About The Role

Skyline Tours Limited (trading as Blue Peaks Lodge & Apartments) is seeking a motivated and versatile full-time, permanent Guest Experience Agent to join our team based in Queenstown. This is a hands-on hospitality role where no two days are the same. In addition to delivering exceptional guest service, you will support the day-to-day operation of the property through administrative tasks, housekeeping support, and basic maintenance coordination.

We are looking for someone who enjoys working independently, takes pride in providing outstanding guest experiences, and is willing to assist across multiple areas of the business to ensure our guests receive exceptional service throughout their stay.

Key Responsibilities Include

• Providing a welcoming and professional first impression for guests.
• Managing guest check-ins and check-outs.
• Handling reservations, guest enquiries, phone calls, emails, and payment processing.
• Providing information about hotel facilities, services, and local attractions.
• Resolving guest concerns and complaints promptly and professionally.
• Working collaboratively with housekeeping and other team members to ensure a seamless guest experience.
• Monitoring and reporting health, safety, security, and maintenance issues.
• Assisting with room inspections, room turnover support, and maintaining cleanliness of public areas when required.
• Completing minor maintenance tasks such as changing light bulbs and identifying basic maintenance issues.
• Liaising with external contractors and service providers for larger maintenance works as required.
• Maintaining accurate records and completing administrative duties associated with guest services.

The Perfect Candidate Will Have

• A minimum of 6 months' relevant hospitality, accommodation, tourism, or customer service experience, or a relevant Level 3 qualification (or overseas equivalent).
• Experience using Property Management Systems (PMS) and other front desk/reservations software is desirable.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• A positive attitude and proactive approach to problem-solving.
• The ability to work independently and effectively manage competing priorities.
• Good organisational and time management skills.
• Basic maintenance aptitude and willingness to learn new skills.
• Flexibility to work a rotating roster, including weekends, evenings, and public holidays.

This Role Offers

• $29.00 - $30.00 per hour
• Guaranteed 30 hours per week, with the opportunity to work up to 50 hours per week during peak periods.
• A fun, diverse working environment.
• Unique benefits across the Skyline group, including free gondola and luge rides for family and friends.
• Opportunities for learning, development, and career progression within a growing organisation.

Join our team

We’re always aiming to share real fun with the world and make people smile. Our team thrives on meaningful connections with our customers, our community, and with each other.

Please only apply if you have the right to legally work in New Zealand.

Safety is a high priority in our working environment. All candidates must agree to comply with the company's health and safety procedures which includes random drug and alcohol testing.