Guest Service Agent

MGallery Hotel Collection; Queenstown; On-site; NZD 42,000 - 54,000; Full time

Benefits offered by this job

Daily staff meals

Dry-cleaned uniforms + laundry

Ski hire

Well-being support

Job summary

MGallery Hotel Collection at Hotel St Moritz, Queenstown, is seeking a warm and professional Guest Service Agent to welcome guests from arrival to departure. You will deliver elegant service, manage front desk tasks, and coordinate with valet, concierge, F&B and housekeeping to ensure a memorable stay.

You will handle guest inquiries, assist with experiences and bookings, and support a seamless guest journey through accurate billing, proactive problem solving and industry-leading hospitality

Qualifications

• 1 year experience in Hotel Guest Services Front Office.
• Experience using Opera Cloud or other PMS.
• Strong communication skills and understanding luxury guest expectations.
• The ability to manage your time and tasks effectively.

Responsibilities

• Provide efficient, friendly and professional service to all guests.
• Greet, check-in and assist guests.
• Coordinate front office operations and guest inquiries with polished, personalized service.
• Co-ordinate group arrivals, departures and activities during guests’ stay.
• Ensure accurate billing and upsell opportunities while maintaining high standards of service.
• Liaise with other hotel departments to ensure a seamless guest experience.

Skills

Customer service

Communication

Time management

Grooming

Tools

Opera Cloud

Job description

Company Description

There’s a moment when a guest walks through our doors after a long journey, takes in the view and starts to relax. As a Guest Service Agent, you’re the person who makes that moment.

Company Description

There’s a moment when a guest walks through our doors after a long journey, takes in the view and starts to relax. As a Guest Service Agent, you’re the person who makes that moment.

We’re looking for a warm, polished front office professional to join our team at Hotel St Moritz, Queenstown. You’ll look after our guests from before they arrive until after they leave: welcoming them, getting to know what they enjoy, booking the experiences that make their stay, and handling every detail with care. It’s a varied, hands‑on role. You’ll also support our valet, concierge, food and beverage and housekeeping teams, so no two shifts are the same.

Job Description

Your Luxury Purpose:

Be part of our dedicated team and play a vital role in delivering an exceptional guest experience. As a key member of our front‑of‑house team, you will provide guests with friendly and efficient service related to arrival, departure, and any guest queries — all within an atmosphere of refined elegance and personalized attention.

• Provide efficient, friendly and professional service to all guests.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive.
• Take a positive problem solving approach with issues and concerns
• Welcome guests and ensure to impact all touch points of the Guest Journey, including research pre arrival
• Assist in the management of the Front Office operation to achieve a reputation as a market leader in individualised customer focused service
• Provide high standard of service to all hotel guests – specifically anticipating and pro-actively attending to guest requests and event/activity bookings.
• Co-Ordinate Group arrivals (including welcome), departures and check-ins and assist with activities during their stay.
• Greet, check-in and assist guests.
• Ensure professionalism and accuracy with information and billing during arrival and departure.
• Follow procedures for cash and security on front desk.
• Ensure reservations have correct tariffs and up-sells.
• Effective supervision of and assistance with all guest arrivals and departures ensuring guest baggage is taken to guest rooms or stored promptly and securely.
• Supervision of the Hotel’s valet service, ensuring safety, care and secure parking and timely retrieval.
• Ensure any guest or management messages are attended to with a sense of urgency.
• Actively manage Lost Property within the hotel
• Actively manage the Courier function within the hotel.
• Co-ordinate and participate in quality steps to monitor and measure guest satisfaction during their stay.
• Be pro-active in promoting our on-side facilities.
• Promote seasonal activities and promotions
• Regular liaison with Maintenance ensuring maintenance requests are completed, quickly focusing on guest needs as a priority.
• Liaise with all other hotel departments to build a strong working relationship.
• Liaise with activity organisations and agents in order to offer the guests the best option to create a memorable stay
• Provide expertise and support within other Hotel departments, including Food & Beverage (deliver memorable service, support with room service requirements, be familiar with our offering, seek opportunities to upskill, plan, prepare, and hand over effectively to next shift, replenish consumables) and Housekeeping (Assist with additional requests such as, but not limited to, prepare rollaway beds, Day Bed, extra service, turndown, extra pillows)

Qualifications

Harness your luxury attitude, with humble excellence, a distinguished presence, and elevated emotional intelligence. Your pride and passion will be complemented by:

• 1 year previous experience within Hotel Guest Services Front Office area and
• Experience using Opera Cloud or other PMS
• You will need strong communication skills and an understanding of luxury guest expectations.
• The ability to manage your time and tasks effectively is critical
• Immaculate grooming and personal presentation in keeping with our natural luxury property
• Clean police record
• Flexibility around working weekends and public holidays

Additional Information

• We offer competitive pay, plus benefits including daily staff meals and dry-cleaned uniform and laundry allowance, anniversary stays with F&B credit to enjoy.
• Free gym access plus ski hire during the winter.
• EAP, well-being and mental health supports available, progressive policies, including 12 weeks paid parental leave, and rainbow inclusive policies and practices.
• Take part in social activities and community involvement initiatives through the year.
• Build your career with the New Zealand Hotel of the Year 2024.
• Receive unparalleled training, development and support from Accor leadership training programmes.
• Discounted Hotel stays, food and beverage rates and Spa treatments, worldwide - for yourself and for friends and family, across our entire network.
• Be part of a well-established hotel with a strong reputation for providing exceptional service.
• Ongoing reward and recognition incentives and awards.
• Opportunities for further development and worldwide career progression within Accor.
• Refer a friend incentive
• Supportive and friendly working environment.

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.