Guest Service Agent

THE SEBEL; Auckland; On-site; NZD 30,000 - 60,000; Full time

Job summary

A premium hotel in Auckland is seeking a Guest Service Agent to join their team. This role involves delivering exceptional customer service throughout the guest journey, handling front office tasks, and promoting hotel services. Ideal candidates will have customer service experience, strong communication skills, and a passion for hospitality. Employee benefits include meal allowances, laundry service for uniforms, and opportunities for career development within a respected hospitality brand.

Benefits

Staff meal allowance for every shift

Uniforms washed and laundered

Discounted food and beverage and accommodation worldwide

Learning & development opportunities

Qualifications

• Previous customer service experience, hospitality experience is a bonus.
• Confidence using computer systems, including Microsoft Office.
• Strong communication skills and professional personal presentation.

Responsibilities

• Deliver service excellence at every stage of the guest journey, from check-in to check-out.
• Handle front office tasks such as processing reservations and managing guest accounts.
• Answer guest queries and phone calls with professionalism.

Skills

Customer service experience

Multitasking

Communication skills

Positive attitude

Tools

Microsoft Office

Job description

Overview

At The Sebel Auckland Viaduct Harbour and The Sebel Quay West Auckland, your growth is more than a possibility — it’s a promise. With hands-on training, global support from the Accor network, and guidance from experienced colleagues, we nurture ambition and talent at every stage. Located in the heart of Auckland’s vibrant waterfront and CBD, our two premium apartment-style hotels combine premium comfort with stylish personalised service. Surrounded by the city’s best dining, entertainment, and culture, they are destinations in their own right - offering unforgettable stays for leisure and business travellers alike. As part of the Accor network, we deliver heartfelt hospitality, celebrate diversity, and offer a dynamic environment where no two days are the same.

Job Description

We are looking for a warm, energetic, and guest-focused Guest Service Agent to join our dedicated team and help us continue to create exceptional stays. Reporting to the Front Office Manager, as a Guest Service Agent, you will be at the heart of our hotels and the friendly face guests see first and the trusted support they rely on throughout their stay. No two days are the same, and you will enjoy a varied role that combines front desk operations with genuine guest interactions.

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.
• Replenish and check minibars for arriving and in-house guests.
• Answer guest queries and phone calls with professionalism and efficiency.
• Reconcile cashier floats at the end of your shift, maintaining accuracy and compliance.
• Introduce non-members to the ALL - Accor Live Limitless loyalty program and highlight its benefits.

Qualifications

• Previous customer service experience (hospitality experience a bonus).
• Confidence using computer systems, including Microsoft Office.
• 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.

Additional Information

• Why work for The Sebel Auckland Viaduct Harbour & The Sebel Quay West Auckland?
• Staff meal allowance for every shift
• Uniforms washed and laundered
• Incredible Accor staff Heartist benefits – including discounted food and beverage and accommodation worldwide
• Competitive pay and industry benefits
• Overtime rates apply after 40 hours worked
• Learning & development opportunities through the Accor Academy – Earn while you Learn!
• Access to Employee Assistance Program (EAP) and wellbeing support
• Be part of a globally respected hospitality brand with career growth opportunities

Ready to step up and make your mark in Auckland’s premium waterfront hotels?

Apply today with your CV and cover letter today for immediate consideration!

Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.