Guest Service Agent

Mh Management Nz Limited; New Zealand; On-site; NZD 25,000 - 30,000; Full time

Job summary

Mh Management Nz Limited, operating Avani Queenstown Hotel, seeks a Guest Service Agent to deliver exceptional service from check-in to check-out. You will greet guests warmly, handle inquiries, and guide them with local recommendations to enhance their stay.

The role requires a proactive, guest-centric approach with strong communication and the ability to work a flexible roster, including weekends and holidays.

Qualifications

• Demonstrated background in delivering high-quality service within a hotel, hospitality, or customer-facing environment.
• Exceptional ability to articulate information clearly and effectively across various mediums.
• Proactive and positive approach to addressing guest needs and exceeding expectations.
• Polished and professional presentation reflecting organisational standards.

Responsibilities

• Provide a warm and friendly reception to guests upon arrival, ensuring a smooth check-in process.
• Maintain clear and courteous communication with guests, colleagues, and stakeholders via in-person, phone, and email.
• Oversee accurate processing of guest reservations, updates and special requests using property management systems.
• Act as a primary point of contact for guests throughout their stay with personalised recommendations.

Skills

Hospitality experience

Customer service

Communication skills

Job description

Guest Service Agent

Company : Mh Management Nz Limited Job Type : Full Time New Zealand

Job Description - Guest Service Agent

Overview

Minor Hotels is one of Australasia's largest accommodation providers, managing over 70 properties in the region and a global portfolio of640 properties across more than 66 countries. Our brands, Anantara, Avani, Oaks, NH Hotels, NH Collection, nhow, and Tivoli, span six continents, including Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America. Joining Minor means partnering with a diverse, expanding global organisation offering boundless opportunities to thrive and succeed.

Avani Queenstown Hotel are looking for a full time Guest Service Agent who is passionate about providing excellent customer service to join the team.

The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy.

Key Responsibilities Include:

• Provide a warm and friendly reception to guests upon arrival, ensuring a smooth and efficient check-in process while addressing any immediate inquiries or needs.
• Maintain clear and courteous communication with guests, colleagues, and stakeholders across various channels, including in-person, phone, and email, to provide exceptional service.
• Oversee the accurate processing of guest reservations, updates, and special requests, utilising property management systems to ensure seamless scheduling and availability.
• Act as a primary point of contact for guests throughout their stay, offering prompt assistance, resolving issues, and providing personalised recommendations to enhance their experience.

Shift Details (subject to change):

• Rotating roster across Monday to Sunday
• Shift times scheduled within7:00am to 11:00pm
• Immediate start available

Qualifications

To be successful in this role, you will require the following:

• Demonstrated background in delivering high-quality service within a hotel, hospitality, or customer-facing environment.
• Exceptional ability to articulate information clearly and effectively across various mediums, ensuring precise and professional correspondence.
• Consistently delivers an exceptional standard of service, exhibiting a proactive and positive approach to addressing guest needs and exceeding expectations.
• Passionate about creating positive guest experiences, with a focus on attentive service and resolving issues efficiently.
• Maintains a polished and professional presentation, reflecting the values and standards of the organisation.
• Fully committed to a dynamic work schedule, including the ability to work weekends, public holidays, and varying shifts to meet operational requirements.

Additional Information

At Minor Hotels, we value our people as the heart of our success. Joining Minor means, you'll enjoy a rewarding package designed to support your professional growth, wellbeing, and work-life balance:

What We Offer:

• Career Growth: Learning and developmentprograms to boost your career.
• Exclusive Hotel Deals: 50% off stays at Minor Hotels in Australasia; 20% off for friends and family.
• Global Perks: International accommodation discounts across our hotel brands.
• Retail Rewards: Cashback and discountsat 400+ top retailers in AU/NZ.
• Experiences: Discounted entertainment and activities.
• Banking and Insurance: Exclusive health insurance offers and workplace banking benefits.
• Generous Leave: Parental and birthday leave.
• Wellness Boost: EAP and tailored wellness support.

Our people drive the success of our business; We are a dynamic organisation dedicated to delivering exceptional guest experiences. We invest in your skills and foster a workplace culture that celebrates innovation, collaboration, and personal growth.