Guest Service Agent

Accorhotel; Queenstown; On-site; NZD 42,000 - 55,000; Full time

Benefits offered by this job

Gym access

Free meals on shift

Accommodation discounts

Anniversary stay

Employee assistance program

Career growth opportunities

CSR involvement

Accor benefits card

Job summary

Mercure Queenstown Resort is seeking a Guest Service Agent to welcome guests, handle reservations, check-ins and check-outs, and coordinate luggage and local activity bookings.

Join a team focused on delivering exceptional service, strong communication, and precise account handling while adhering to brand standards and OHS policies. This role is based at our Queenstown property and offers career growth opportunities.

Qualifications

• Proven experience in hospitality or guest services.
• Strong communication and interpersonal skills.
• Ability to manage reservations and payments accurately.

Responsibilities

• Welcome guests and manage check-ins/outs with accuracy.
• Process reservations and coordinate luggage, valet, and activities.
• Maintain secure handling of payments and guest accounts.
• Promote hotel facilities and loyalty program.
• Ensure safety and compliance with OHS procedures.

Skills

Customer service

Communication

Attention to detail

Cash handling

Multitasking

Tools

Reservation software

POS system

Job description

Join our team at Mercure Hotel Queenstown as a Guest Service Agent ! You will deliver exceptional customer service by welcoming guests, managing reservations, handling check‑ins and check‑outs, and coordinating luggage, valet, and local activity bookings. We are looking for a customer‑focused professional with strong communication skills, attention to detail, and a commitment to maintaining safety and brand standards. Deliver a seamless, efficient, and friendly experience for all guests during registration, their stay, and check‑out.

• Receive and process guest reservations accurately while strictly following hotel operating policies and procedures.
• Welcome guests warmly to the hotel complex, ensuring the highest level of customer satisfaction and service at all times.
• Handle, transfer, and store guest luggage and property safely and professionally.
• Respond promptly to guest requests for assistance, directions, internet support, and general hotel information.
• Book local activities, handle guest bookings, and manage valet parking services.
• Maintain control of guest and hotel accounts, ensuring charges are accurate and posted on a timely basis.
• Execute strict security procedures for credit and cash transactions, accounting processes, room key issuance, and guest confidentiality.
• Ensure absolute accuracy for reservations, including deposit info, billing/credit details, VIP special requests, room rates, and guest info.
• Promote hotel facilities actively, utilize deep product knowledge to maximize sales, and drive the Accor Live Limitless (ALL) loyalty program.
• Perform front‑of‑house cleaning of the lobby and general guest areas, alongside conducting security walks as required.
• Comply fully with Occupational Health and Safety (OHS) policies, safe manual handling, hazardous chemical usage, and emergency evacuation procedures.
• Proven ability to provide efficient, friendly, and professional customer service while striving for total customer satisfaction.
• Exceptional communication skills with the capability to interact positively and transparently with colleagues and customers from diverse cultural groups.
• Strong administrative skills with high attention to detail for handling financial accounts, cash/credit transactions, and reservation accuracy.
• Physical capability and willingness to perform manual handling tasks, luggage assistance, cleaning, and security walks safely.
• Commitment to adhering strictly to property grooming standards, performance codes, conduct rules, and confidentiality policies.
• Readiness to participate actively in scheduled training programs, departmental meetings, and workplace consultation on health and safety.

Benefits of working at Mercure Queenstown Resort

Situated on a unique vantage point with breath taking views over Lake Wakatipu and the Remarkables Mountain range, Mercure Queenstown Resort offers 148 guests rooms, two restaurants, a lounge bar and conference facilities.

Work Your Way - Speak with us about your desired work life balance and make it a reality!

• Free use and access of our gym, saunas, hot tubs and swimming pool.
• Free meals provided while on shift.
• Accommodation discounts & Free Anniversary Stay.
• Employee Assistance Program.
• Fantastic career growth opportunities.
• Ability to make a difference through our Corporate Social Responsibility activities.
• Employee benefit card offering discounted rates with Accor worldwide.

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.