Guest Service Agent/ Concierge

Ennismore; Auckland; Hybrid; NZD 42,000 - 56,000; Full time

Benefits offered by this job

Staff meal provided per shift

Uniform dry-cleaning

International accommodation and retail

Family & Friends hotel discounts

Career development opportunities

Annual free night with breakfast and 3

Job summary

SO/ Auckland is seeking a warm, energetic Guest Service Agent to join our luxury hotel team in Auckland CBD. You will greet guests, handle check-in/out, and be the first point of contact, delivering service excellence across the guest journey.

You will manage reservations, guest accounts, and promote hotel services, while maintaining a proactive lobby presence. The role rewards a genuine hospitality passion, strong communication, and the ability to multitask with composure in a dynamic,

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).

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

Multitask

Communication

Hospitality mindset

Guest focus

Education

No formal degree required

Tools

Microsoft Office

Opera Cloud

Job description

SO/ Auckland | 67 Customs Street East, Auckland CBD, Auckland 1010, New Zealand

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.