Guest Service Agent

Pullman; Auckland; On-site; NZD 42,000 - 55,000; Full time

Benefits offered by this job

Accor Academy

Flexibility to balance work life

Meals on shift

Paid parking at Auckland Airport

Paid wellness leave

Refer a Friend Incentive

Parental Leave Scheme

Employee Assistance Program

Job summary

Te Arikinui Pullman Auckland Airport is seeking a Guest Service Agent to be the face of our premium guest experience. You will deliver warm, personalised service that creates memorable arrivals, departures, and everything in between.

As a member of the Front Office team, you will manage check-ins, check-outs, reservations, payments, and guest accounts with accuracy and care. You will promote the Accor ALL loyalty programme and collaborate across departments to ensure service excellence at all

Qualifications

• Proficiency in English (written and spoken).
• Experience in guest services or customer-facing roles, preferably in a hotel environment.
• Strong verbal and written communication abilities with adaptable style.
• Excellent listening and empathetic approach to guest needs.
• Familiar with Microsoft Office and Opera hotel system.

Responsibilities

• Create memorable first impressions by warmly welcoming guests and delivering personalised, exceptional service.
• Manage check-ins, check-outs, reservations, payments, and guest accounts with accuracy.
• Anticipate and respond to guest needs, provide local recommendations and handle special requests.
• Promote the Accor ALL loyalty programme and build guest relationships.
• Collaborate across departments to maintain smooth operations and high service standards.

Skills

English proficiency

Guest services experience

Communication skills

Active listening

Interpersonal skills

Cultural awareness

Time management

Organizational skills

Ability to work under pressure

Tools

Microsoft Office

Opera

Job description

Jora New Zealand will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Te Arikinui Pullman Auckland Airport,located right on the doorstep of Auckland International Airport. With 311 generously appointed guestrooms, the Pullman offers an unparalleled 5-Star Airport Hotel experience that is authentically New Zealand.

From the moment guests step into our informal lobby hub to the panoramic views offered by our rooftop bar and dining area, Te Kaahu beckons a rare opportunity to revel in luxury and soak in the mesmerizing sunset stretching from the Manukau Harbour to the heart of Auckland City.

Te Kaahu, inspired by the spirit of discovery, past, present, and future, promises to be a destination where culinary excellence meets the splendor of New Zealand's rich Māori heritage. We are dedicated to delivering an unforgettable dining journey, one that encapsulates the essence of Aotearoa’s unique culture and breathtaking landscapes.

Job Description

Join Te Arikinui Pullman Auckland Airport as a Guest Service Agent and become the face of our premium guest experience. As the first point of contact for our guests, you will deliver warm, personalised service that creates memorable arrivals, departures, and everything in between. In this dynamic hospitality environment, you will combine professionalism, attention to detail, and genuine care to ensure every guest feels welcomed, valued, and connected. If you are passionate about premium hospitality and thrive on creating exceptional experiences, we would love to hear from you.

Key Responsibilities

• Create memorable first impressions by warmly welcoming guests and delivering personalised, exceptional service throughout their stay.
• Manage check-ins, check-outs, reservations, payments, and guest accounts with accuracy, efficiency, and attention to detail.
• Anticipate and respond to guest needs, providing local recommendations and ensuring special requests are handled seamlessly.
• Elevate the guest experience by promoting the Accor ALL loyalty programme and building meaningful guest relationships.
• Work collaboratively across departments to maintain smooth operations, professional presentation standards, and exceptional service excellence at all times.

Qualifications

• Proficiency in English (both written and spoken)
• Proven experience in guest services or customer-facing rolespreferably in a Hotel environment
• Excellent verbal and written communication skills with the ability to adapt communication style to diverse guests
• Strong active listening and empathetic approach to understanding guest needs
• Strong knowledge of computer systems including Microsoft Office and preferably in Opera.
• Exceptional time management and multitasking abilities in a busy environment
• Outstanding interpersonal and conflict resolution skills
• Cultural awareness and sensitivity to diverse backgrounds and customs
• Ability to remain calm, patient, and professional under pressure
• Strong organisational skills and attention to detail
• Flexibility to work various shifts, including evenings, weekends, and holidays as required

Additional Information

Why Join Us?

• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Work Your Way - Flexibility to ensure a work life balance!
• Accor's refer-a-friend bonus
• Meals on shift
• Paid Parking at Auckland Airport
• Paid Wellness Leave
• Refer a Friend Incentive
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program

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.