Guest Service Agent / Night Auditor

Accor Apartments & Realty; Lake Tekapo; On-site; NZD 34,000 - 37,000; Full time

Job summary

Peppers Bluewater Resort Lake Tekapo is seeking a Guest Service Agent/Night Audit to deliver exceptional hospitality from check-in to check-out. You will handle night audit duties, manage reservations, and assist guests with local information, ensuring a seamless and memorable stay.

The role requires a flexible schedule including nights, weekends, and holidays, with a friendly, proactive approach to customer service and strong communication skills.

Qualifications

• Level 2 or 3 ANZSCO Skill Level 4 qualification or at least one year of relevant experience.
• Experience in hotel front desk operations is a valuable asset.
• Night audit process experience is beneficial.

Responsibilities

• Greet guests and manage check-in/check-out to ensure VIP experience.
• Communicate clearly with guests and colleagues for cohesive operations.
• Resolve guest issues and turn challenges into positive outcomes.
• Coordinate with security to monitor building safety.
• Assist with reservations and manage guest accounts during night shift.

Skills

Customer service

Team collaboration

Multi-tasking under pressure

Organizational skills

Communication skills

Night/front desk experience

Education

Level 2 or 3 ANZSCO Skill Level 4

Job description

Purpose

As Guest Service Agent/ Night Audit, your role is pivotal in shaping our guests' entire stay, from the warm welcome at check-in to the seamless checkout process. During the night shift, you transition into the role of a financial detective, adeptly handling late-night inquiries and ensuring our hotel's distinguished service reputation remains intact.

Location:

Peppers Bluewater Resort Lake Tekapo, State Highway 8, Lake Tekapo 7945, New Zealand

Contract Type:

Permanent Full-Time

Hours:

Minimum 30, Maximum 48 hours

Pay Rate:

25-27 NZD per hour

Minimum Experience/Qualifications:

Level 2 or 3 qualification (ANZSCO Skill Level 4) or at least one year of relevant experience may substitute for the formal qualifications listed above.

Primary Responsibilities

• Roll out the red carpet of hospitality, ensuring every guest feels like a VIP from check-in to check-out
• Confidant in communicating with guests and colleagues to ensure cohesive collaboration
• Conquer challenges alongside guests, transforming dilemmas into success stories
• Work closely with security to keep a watchful eye on the building's security systems, contributing to a safe and secure environment for guests and staff alike
• Be the local legend, sharing information on neighbourhood hotspots and must-visit gems from your treasure trove of knowledge
• Take charge of the reception desk duties and manage the crucial night audit process, ensuring that nightly reports are accurate and up to date
• Display proficiency in accurately handling reservations and managing guest accounts

Skills and Experience

• Innovative approach to exceeding customer service expectations
• Skilled at collaborating within teams, as well as working independently
• Proven ability to multi task and thrive under pressure, supported by strong organisational and time management skills
• Proficiency in both written and verbal communication
• Previous experience in hotel front desk operations is a valuable asset
• Capable of embracing a flexible rotating schedule, including nights, overnights, weekends, and public holidays