Guest Service Agent/ Concierge

Accor; Auckland; On-site; NZD 30,000 - 41,000; Full time

Benefits offered by this job

Staff meals

Uniform dry-cleaning

Discounts across Accor hotels

Family & Friends discounts

Career development opportunities

Free night accommodation (breakfast &

Job summary

SO/ Auckland, part of Accor, is seeking a warm, energetic Guest Service Agent to welcome guests and deliver service excellence throughout their stay. Located in Auckland CBD with harbour views, the hotel invites you to join a dedicated team focused on creating exceptional experiences.

You will handle check-in/out, reservations, guest accounts, and tailor services, promote ALL loyalty, manage inquiries by phone, and maintain smooth front-of-house flow.

Qualifications

• Customer service experience (hospitality experience a bonus).
• Proficient with computers, including Microsoft Office and Opera Cloud.
• Ability to multitask, stay calm under pressure, and resolve issues quickly.
• Strong communication skills and professional personal presentation.
• Genuine passion for hospitality and making guests feel valued.
• Positive attitude, team spirit, and dedication to exceeding guest expectations.
• Full, clean New Zealand Driver's Licence (or overseas equivalent).

Responsibilities

• Deliver service excellence at every stage of the guest journey, from check-in to check-out.
• Be the first point of contact for guests, providing warm welcomes and tailored assistance.
• Handle front office tasks such as processing reservations, managing guest accounts, and promoting hotel services.
• Answer guest queries and phone calls with professionalism and efficiency.
• Reconcile cashier floats at the end of your shift, maintaining accuracy and compliance.
• Introduce ALL - Accor Live Limitless loyalty program and highlight its benefits.
• Handle special guest requests professionally (e.g., amenities, gifts, celebration arrangements).
• Maintain strong relationships with external service providers to ensure reliable and high-quality offerings.
• Act as a proactive lobby presence, greeting guests, offering assistance, and supporting front-of-house flow.

Skills

Customer service

Multitasking

Communication

Professional presentation

Calm under pressure

Team spirit

Driver's license

Tools

Opera Cloud

Microsoft Office

Job description

SO/ is a coveted collection of hotels rooted in the world of fashion, commanding attention with it’s avant garde design and creative approach to the world of luxury. SO/ Auckland is located in the heart of Auckland's CBD. With views of the Waitematā Harbour and city, across 16 floors and 130 design-led rooms. We invite you to the front row. We are looking for a warm, energetic, and guest-focused Guest Service Agent to join our dedicated team and help us continue to create exceptional stays.

Job Description

• Deliver service excellence at every stage of the guest journey, from check-in to check-out.
• Be the first point of contact for guests, providing warm welcomes and tailored assistance.
• Handle front office tasks such as processing reservations, managing guest accounts, and promoting hotel services.
• Answer guest queries and phone calls with professionalism and efficiency.
• Reconcile cashier floats at the end of your shift, maintaining accuracy and compliance.
• Introduce non-members to the ALL - Accor Live Limitless loyalty program and highlight its benefits.
• Handle special guest requests professionally (e.g., amenities, gifts, celebration arrangements).
• Maintain strong relationships with external service providers to ensure reliable and high‑quality offerings.
• Act as a proactive lobby presence, greeting guests, offering assistance, and supporting front‑of‑house flow.

Qualifications

• Previous customer service experience (hospitality experience a bonus).
• Confidence using computer systems, including Microsoft Office and Opera Cloud
• The ability to multitask, stay calm under pressure, and resolve issues quickly.
• Strong communication skills and professional personal presentation.
• A genuine passion for hospitality and a natural ability to make guests feel valued.
• A positive attitude, team spirit, and a dedication to exceeding guest expectations.
• A Full, clean, New Zealand Drivers Licence (or overseas equivalent)

Additional Information

• Staff meal provided per shift
• Dry-cleaning of uniform
• International accommodation and retail discounts across varying Accor & Ennismore hotels and properties
• Family & Friends Hotel Discounts
• Opportunities for further development and worldwide career progression
• Annual reward of a free night's accommodation at the hotel (did we say there is breakfast and dinner included?)

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.