Guest Experience Agent – Luxury Front Desk

Ennismore; Auckland; Hybrid; NZD 42,000 - 56,000; Full time

Benefits offered by this job

Staff meal provided per shift

Uniform dry-cleaning

International accommodation and retail

Family & Friends hotel discounts

Career development opportunities

Annual free night with breakfast and 3

Job summary

SO/ Auckland is seeking a warm, energetic Guest Service Agent to join our luxury hotel team in Auckland CBD. You will greet guests, handle check-in/out, and be the first point of contact, delivering service excellence across the guest journey.

You will manage reservations, guest accounts, and promote hotel services, while maintaining a proactive lobby presence. The role rewards a genuine hospitality passion, strong communication, and the ability to multitask with composure in a dynamic,

Qualifications

• Previous customer service experience (hospitality experience a bonus).
• Confidence using computer systems, including Microsoft Office and Opera Cloud.
• The ability to multitask, stay calm under pressure, and resolve issues quickly.
• Strong communication skills and professional personal presentation.
• A genuine passion for hospitality and a natural ability to make guests feel valued.
• A positive attitude, team spirit, and a dedication to exceeding guest expectations.
• A Full, clean, New Zealand Drivers Licence (or overseas equivalent).

Responsibilities

• Deliver service excellence at every stage of the guest journey, from check-in to check-out.
• Be the first point of contact for guests, providing warm welcomes and tailored assistance.
• Handle front office tasks such as processing reservations, managing guest accounts, and promoting hotel services.
• Answer guest queries and phone calls with professionalism and efficiency.
• Reconcile cashier floats at the end of your shift, maintaining accuracy and compliance.
• Introduce ALL - Accor Live Limitless loyalty program and highlight its benefits.
• Handle special guest requests professionally (e.g., amenities, gifts, celebration arrangements).
• Maintain strong relationships with external service providers to ensure reliable and high-quality offerings.
• Act as a proactive lobby presence, greeting guests, offering assistance, and supporting front-of-house flow.

Skills

Customer service

Multitask

Communication

Hospitality mindset

Guest focus

Education

No formal degree required

Tools

Microsoft Office

Opera Cloud

Job description

SO/ Auckland is seeking a warm, energetic Guest Service Agent to join our luxury hotel team in Auckland CBD. You will greet guests, handle check-in/out, and be the first point of contact, delivering service excellence across the guest journey.

You will manage reservations, guest accounts, and promote hotel services, while maintaining a proactive lobby presence. The role rewards a genuine hospitality passion, strong communication, and the ability to multitask with composure in a dynamic,