Guest Service Agent

JobSpace; Otago; On-site; NZD 42,000 - 54,000; Full time

Benefits offered by this job

Career Growth

Exclusive Hotel Deals

Global Perks

Retail Rewards

Experiences

Banking and Insurance

Generous Leave

Wellness Boost

Job summary

Avani Queenstown Shores Resort in Queenstown, South Island, is hiring a full-time Guest Service Agent to welcome guests, guide them through their stay, and provide local insights.

You will handle check-ins/check-outs, manage reservations, and personalise recommendations while maintaining outstanding service across channels. Applicants should have hospitality experience and be ready to work weekends and rotating shifts.

Qualifications

• Previous hotel or customer-facing experience.
• Clear and professional written and spoken communication.
• Proactive, positive approach to guest needs.
• Polished presentation reflecting brand standards.
• Willing to work weekends, public holidays, and rotating shifts.
• Ability to use hotel property management systems.

Responsibilities

• Provide warm reception and assist with check-in/check-out.
• Communicate clearly with guests, colleagues, and stakeholders.
• Manage reservations, updates, and special requests using PMS.
• Offer personalised recommendations and resolve guest issues.

Job description

– Queenstown-Lakes District, South Island

Avani Queenstown Shores Resort 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
• Full time position, 30 hours per week
• Shift times scheduled within 7:00am to 11:00pm

Successful candidates will have:

• 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.
• Adept at fostering positive guest experiences and maintaining high satisfaction levels through attentive service and problem resolution.
• 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.

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:

• Career Growth: Learning and development programs 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 discounts at 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.

Currently, we are only accepting applications from candidates who have working rights within New Zealand.