Guest Service Agent/ Receptionist

Swiss-Belsuites Pounamu; Queenstown, Wānaka; On-site; NZD 42,000 - 56,000; Full time

Job summary

Swiss-Belsuites Pounamu in Queenstown is seeking a proactive Front Office team member to warmly welcome guests, manage check-in/check-out, respond to emails and enquiries, and support the day-to-day operations of the front desk.

You will handle reservations, coordinate with housekeeping and maintenance, assist guests with luggage, and deliver exceptional service in a fast-paced hospitality environment. NZ work rights are required, with weekend and holiday availability preferred.

Qualifications

• Must have valid New Zealand work rights.

Responsibilities

• Welcome and assist guests with check-in, check-out, emails and general enquiries.
• Manage reservations and support the day-to-day operation of the Front Office.
• Handle guest requests, concerns, and service recovery in a professional and timely manner.
• Work independently during assigned shifts to ensure smooth hotel operations and collaborate with maintenance and housekeeping teams.
• Assist guests with luggage and other guest service duties as required.

Skills

Communication

Organization

Time management

English fluency

Customer service

Under pressure

Teamwork

Independent work

Job description

Tasks and Responsibilities

• Welcome and assist guests with check-in, check-out, emails and general enquiries.
• Manage reservations and support the day-to-day operation of the Front Office.
• Handle guest requests, concerns, and service recovery in a professional and timely manner.
• Work independently during assigned shifts to ensure smooth hotel operations and work collaboratively with the maintenance and housekeeping team.
• Assist guests with luggage and other guest service duties as required.

Skills, Experience and Attributes

• Excellent communication, organisational, and time management skills.
• Strong attention to detail and the ability to multitask effectively.
• Fluent written and spoken English with the ability to communicate professionally with guests and colleagues.
• Strong customer service skills and a genuine passion for delivering exceptional guest experiences.
• Ability to work effectively under pressure in a fast-paced hospitality environment.
• Ability to work independently and take responsibility for Front Office operations during assigned shifts.
• Reliable, self-motivated, and capable of making sound decisions with minimal supervision.
• Strong teamwork skills and a willingness to support colleagues across departments when required.
• Positive attitude, professional presentation, and commitment to high service standards.
• Hands-on approach to guest service, including assisting guests with luggage from time to time.
• Due to the layout of the property, guest accommodation is accessible by stairs only. The role therefore requires the ability to use stairs and assist guests with luggage as required regularly.
• Flexibility to work weekends, public holidays, and varying shift patterns.

Requirements

• Must hold valid New Zealand work rights.
• Previous experience in a hotel, resort, serviced apartment, holiday park, or similar accommodation environment preferred.

Starting date:

Immediately