Guest Experience Specialist — Luxury Front Desk & Perks

Accor; Auckland; On-site; NZD 30,000 - 41,000; Full time

Benefits offered by this job

Staff meals

Uniform dry-cleaning

Discounts across Accor hotels

Family & Friends discounts

Career development opportunities

Free night accommodation (breakfast &

Job summary

SO/ Auckland, part of Accor, is seeking a warm, energetic Guest Service Agent to welcome guests and deliver service excellence throughout their stay. Located in Auckland CBD with harbour views, the hotel invites you to join a dedicated team focused on creating exceptional experiences.

You will handle check-in/out, reservations, guest accounts, and tailor services, promote ALL loyalty, manage inquiries by phone, and maintain smooth front-of-house flow.

Qualifications

• Customer service experience (hospitality experience a bonus).
• Proficient with computers, including Microsoft Office and Opera Cloud.
• Ability to multitask, stay calm under pressure, and resolve issues quickly.
• Strong communication skills and professional personal presentation.
• Genuine passion for hospitality and making guests feel valued.
• Positive attitude, team spirit, and dedication to exceeding guest expectations.
• Full, clean New Zealand Driver's 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

Multitasking

Communication

Professional presentation

Calm under pressure

Team spirit

Driver's license

Tools

Opera Cloud

Microsoft Office

Job description

SO/ Auckland, part of Accor, is seeking a warm, energetic Guest Service Agent to welcome guests and deliver service excellence throughout their stay. Located in Auckland CBD with harbour views, the hotel invites you to join a dedicated team focused on creating exceptional experiences.

You will handle check-in/out, reservations, guest accounts, and tailor services, promote ALL loyalty, manage inquiries by phone, and maintain smooth front-of-house flow.