Guest Service Agent

Hind Management; Queenstown; On-site; NZD 41,000 - 42,000; Full time

Benefits offered by this job

Discounts at hotels/restaurants/spas

Staff, family and friends rates

Free onsite parking

Wellbeing programme including health‑s

Paid training and development

Life Insurance after probation

NZQA qualification training

Digital learning platform

Job summary

Sudima Queenstown Five Mile Hotel is seeking a Guest Service Agent to provide exceptional hospitality and guest care. The role supports Front Desk during busy check-ins/check-outs, handles inquiries and reservations, and maintains a welcoming reception area.

Shifts include early, late, night, and potentially overnight with an additional wage allowance. The position is full-time (minimum 30 hours per week) at NZ$26–27 per hour, based in Queenstown.

Qualifications

• NZQA Level 2 or 3 (ANZSCO Skill Level 4) is required.
• Two years of relevant experience may substitute for formal qualifications.
• Able to work weekends and public holidays.

Responsibilities

• Assist Front Desk during busy check-in/check-out to ensure guests receive the best service.
• Greet visitors and direct them to the appropriate person.
• Record details of appointments and handle reservations.
• Answer inquiries and provide information on services and activities.
• Answer and transfer telephone calls.
• Receive and resolve guest complaints.
• Maintain the reception area and handle correspondence.
• Record luggage storage.
• Assist with guest enquiries and ensure timely delivery of messages and services.
• Support other departments to ensure smooth hotel operations.
• Regularly inspect lobby and public areas to maintain hotel standards.

Skills

Flexible shifts

Prioritisation under pressure

Attention to detail

Team player

Commitment to professional development

Education

NZQA Level 2 or 3 (ANZSCO 4)

Two years’ relevant experience

Job description

The Role | Te mahi

This position of Guest Service Agent requires a hospitality professional with a level head, professionalism, and the ability to make our guests welcome with exceptional service.

This role is full time (30 hours guaranteed per week), shifts will range from early, late and night shifts across a 24-hour period, 7 days a week, you may be required to complete some overnight shifts, this has an additional wage allowance.

From checking guests in/out, assisting with baggage, to dealing with guest queries and complaints, this varied position will require exceptional communication skills and the ability to think on your feet. You will be confident in your decision-making and have a strong focus on Health and Safety.

This is a Full time role (Minimum 30 hours per week) based at Sudima Queenstown Five Mile Hotel and the rate is $26 to $27 per hour.

Responsibilities | Ngā haepapa

• Assist Front Desk during busy check in and check out to ensure guests are receiving the best possible services.
• Greeting and welcoming visitors, and directing them to the appropriate person
• Arranging and recording details of appointments
• Answering inquiries and providing information on the goods, services and activities of the organisation
• Answering, connecting and transferring telephone calls
• Receiving and resolving complaints from clients and the public
• Receiving and distributing correspondence, facsimile messages and deliveries
• Maintaining the reception area
• May perform other clerical tasks such as word processing, data entry, filing, mail despatch and photocopying
• Advising on and arranging reservations and accommodation
• Record all luggage stored in an orderly manner
• Must be updated on the knowledge of all room categories and amenities
• ix small maintenance issues in the rooms Responsible for the Front Office operations and guest satisfaction of the departments
• Assist with guest enquiries
• Ensure guest messages, dry cleaning are delivered in a timely manner.
• Assist other departments in the successful operation of the business with a key focus on: guest service, guest relations and yield management.
• Regularly inspect the lobby and public area to ensure that the standards of the Hotel are maintained and comfortable for guests, clients as well as employees.
• Provide guest advice and assistance with tour bookings, restaurant, activities and directions

About you | Ko koe tenei

• Have flexibility to work across a range of rostered shifts that can include weekends and public holidays
• Shifts will range from early, late and night shifts across a 24-hour period, 7 days a week
• Ability to prioritise, work to deadlines and remain composed under pressure
• Committed to continuing professional development
• NZQF level 2 or 3 (ANZSCO Skill Level 4)
• OR atleast two years of relevant experience may substitute for the formal qualifications listed above.
• Confident, well-motivated, enthusiastic and determined
• Exceptional attention to detail
• Approachable and flexible & a team player
• Ability to prioritise, work to deadlines and remain composed under pressure
• Committed to continuing professional development

He kura te tangata - We are all valued

• Discounts at our hotels, restaurants and spas across our network
• Staff, family and friends rates at our hotels
• Free onsite parking
• Excellent reward & recognition events
• Service and anniversary gifts and benefits
• Wellbeing programme including Health insurance discounts
• Paid training and individual Employee Development Plans
• Training towards NZQA qualifications and our very own online digital learning platform
• Free Life Insurance, Digital Will & Best Doctors teleservice after 3 months of employment

Who We Are - Ko Wai Mātou

Here at Sudima Hotels, we have one passion, you! We care, we do the right thing and we work together. As a Sudima team member, you will demonstrate these values with your day-to-day actions, however great or small.

We believe ‘We Are all Valued - He Kura te Tangata’, and our success is a direct reflection of our people and our company culture. Awarded ‘Inclusive Workplace’ at the 2026 Diversity Awards, our people love coming to work every day and we think you will too!

Hind Management, the company behind Sudima Hotels, operates award-winning hotels, restaurants, bars and spas across New Zealand. Manaakitanga is at the heart of everything we do, guiding our commitment to exceptional hospitality, sustainability, and caring for our people and planet.

Nau mai, haere mai, tauti mai!

At Hind Management, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of diverse backgrounds, including disabled and neurodivergent candidates.

E manawanui ana tātou - We care

Ka mahi tahi tātou - We work together

Ka whai tātou i te tika - We do the right thing

He kura te tangata - We are all valued