Guest Service Agent

Novotel Hotels; Rotorua; On-site; NZD 45,000 - 55,000; Full time

Benefits offered by this job

ALL Heartist discounts

Training & career development

Supportive team culture

Wellbeing programs

Job summary

Novotel Rotorua Lakeside in Rotorua, New Zealand, seeks an experienced Guest Service Agent to warmly welcome guests and handle check-ins and check-outs with care. You will respond to guest requests, resolve issues calmly, and create memorable moments through personalised service, while promoting Atlas Restaurant and Clarke's Bar.

You will join a supportive team dedicated to exceptional hospitality. The role requires flexibility to work a rotating roster, including weekends and public holidays,

Qualifications

• Experience in hotel, hospitality, tourism or customer service.
• Thrives in a fast-paced guest-facing environment.
• Excellent communication and customer service skills.
• Organised and detail-oriented.
• Able to stay calm under pressure and think on your feet.

Responsibilities

• Welcome guests from around the world and make them feel at home.
• Manage check-ins and check-outs efficiently and accurately.
• Handle guest enquiries and requests with professionalism and care.
• Resolve challenges calmly and confidently.
• Create memorable experiences through genuine, personalised service.
• Promote hotel facilities including Atlas Restaurant and Clarke's Bar.
• Work alongside a supportive team passionate about exceptional hospitality.

Skills

Customer service

Hospitality experience

Communication skills

Organised

Team player

Tools

Opera Cloud

Job description

Company Description

Not all heroes wear capes. Some wear name badges.

At Novotel Rotorua Lakeside, our Guest Service Agents are the friendly faces, problem solvers, local experts, and memory makers who turn great stays into unforgettable experiences.

We are searching for an experienced Guest Service Agent who understands that hospitality is not about handing over room keys. It is about welcoming every guest as they matter, anticipating their needs before they ask, and creating moments they will talk about long after they have left.

Every day is different. One guest might be celebrating a milestone, another might be attending an important conference, and someone else could simply be escaping for a relaxing break. Whatever their story, you will help make it extraordinary.

If you bring confidence, personality, and a passion for exceptional service, this could be your next adventure.

Job Description

What You Will Be Doing

• Welcome guests from around the world and make them feel at home
• Manage check-ins and check-outs efficiently and accurately
• Handle guest enquiries and requests with professionalism and care
• Resolve challenges calmly and confidently
• Create memorable experiences through genuine, personalised service
• Promote our hotel facilities, including Atlas Restaurant and Clarke's Bar
• Work alongside a supportive team passionate about exceptional hospitality

Qualifications

You Will Be Great In This Role If You

• Have previous hotel, hospitality, tourism, or customer service experience
• Thrive in a fast-paced, guest-facing environment
• Love meeting and connecting with people from all walks of life
• Stay calm under pressure and can think on your feet
• Have excellent communication and customer service skills
• Take pride in being organised and detail-oriented
• Enjoy being part of a collaborative team
• Bring energy, initiative, and a positive attitude every day
• Are flexible to work a rotating roster, including weekends and public holidays
• Experience with Opera Cloud is a bonus, but not essential.

Additional Information

Why Join Novotel Rotorua Lakeside?

• Ongoing training and career development opportunities
• ALL Heartist discounts on accommodation, dining, and lifestyle experiences
• A supportive team culture where everyone matters
• Employee wellbeing and recognition programmes
• Opportunities to grow within the global Accor network

Bring your passion, personality, and guest-first mindset to a team that thrives on creating exceptional experiences.