Guest Service Agent (30 Hours)

Mövenpick Hotels & Resorts; Wellington; On-site; NZD 50,000 - 70,000; Full time

Job summary

A luxury hotel chain in Wellington, New Zealand, is seeking a Guest Service Agent for their Front Office team. This role involves managing daily operations, addressing guest inquiries, and ensuring high levels of service. Ideal candidates should possess excellent communication skills and a commitment to customer satisfaction while having previous hotel experience is advantageous. Work flexibility is required for various shifts.

Benefits

Access to Accor Academy

Flexibility for work-life balance

Discounted Food & Beverage and Accommodation

Qualifications

• Commitment to high-level customer service is essential.
• Must have excellent verbal and written communication skills.
• Previous experience in hotel Front Office roles is advantageous.

Responsibilities

• Manage daily Front Office operations including check-in/check-out.
• Respond to guest inquiries regarding services and local attractions.
• Process payments and settle accounts with accuracy.

Skills

Customer service

Communication

Customer engagement

Multitasking

Job description

Company Description: Movenpick Hotel Wellington is a luxurious and contemporary 5-star hotel located in the heart of New Zealand's vibrant capital city. With its stunning waterfront views and top-notch amenities, our hotel is renowned for delivering unforgettable guest experiences.

About Movenpick Hotel Wellington: We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

Job Description: We are seeking a dynamic, confident, and highly organised Guest Service Agent to join our Front Office team. This multi-faceted role is central to our guest experience, requiring a versatile individual capable of seamlessly managing diverse responsibilities across Front Office, with supporting duties in Food & Beverage and Housekeeping. You will be a key representative of our hotel, ensuring a consistently high level of service that our guests have come to expect.

Key Responsibilities

• Efficiently manage all daily Front Office operations, including check-in/check-out, reservations, and guest services.
• Respond promptly and accurately to guest inquiries regarding hotel services, facilities, local attractions, and general city information.
• Accurately record and relay all guest feedback, including compliments and concerns, to the Front Office Manager and/or Shift Manager for appropriate action and follow-up.
• Process guest payments and meticulously settle accounts, maintaining high levels of cashiering accuracy.
• Resolve guest complaints and challenges with efficiency, empathy, and professionalism, ensuring a positive outcome.
• Provide support to other hotel departments, including Food & Beverage and Housekeeping, as operational needs arise, contributing to a seamless guest journey.
• Adhere to all company brand standards, policies, procedures, and health & safety guidelines.
• Provide professional assistance with valet parking services as required.
• Must have full flexibility to work on a rotating roster, including a mix of morning and evening shifts, as well as weekends and public holidays.

Qualifications

• A proven commitment to delivering a consistently high level of customer service.
• A confident, proactive, and exceptionally organised personality with meticulous attention to detail.
• Excellent verbal and written communication skills, capable of engaging effectively with a diverse range of guests and colleagues.
• A good understanding and ability to articulate the benefits of the ALL (Accor Live Limitless) loyalty program.
• Previous experience in a hotel Front Office or a similar customer service role is advantageous.
• Ability to multitask and adapt efficiently in a dynamic, fast-paced environment.
• Must have a NZ full driving licence.
• Must be available to work 30 hours per week.

Additional Information

• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Work Your Way - Flexibility to ensure a work life balance!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide.
• Access to our Employee Assistance Program.

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.