Guest Services Agent

Ziptrek NZ; Queenstown; On-site; NZD 28,000 - 34,000; Full time

Job summary

Ziptrek Ecotours in Queenstown is seeking a seasonal Guest Service Agent to deliver exceptional customer service and coordinate daily tour operations. You will greet guests, handle inquiries, and book tours with accuracy using reservations software.

You will process payments, maintain documentation, and liaise with departments to ensure smooth experiences. A travel/tourism background and strong communication are highly valued.

Qualifications

• Experience in travel and tourism is beneficial.
• Strong organisational and time-management skills.
• Proficient in Google Drive, Docs, Sheets.
• Ability to thrive in a fast-paced environment.
• Clear written and verbal communication.
• Positive attitude and teamwork capacity.
• Attention to detail and accuracy.
• Ability to work with minimal supervision.
• Desire for personal and professional growth.

Responsibilities

• Greet customers promptly and professionally across phone, in-person, and email channels.
• Make accurate tour bookings using reservations software while considering timing and staffing.
• Identify and address customer needs to prevent issues.
• Liaise with operations, sales, marketing, and management for inquiries.
• Maintain good working relationships with staff, customers, and tour operators.
• Ensure customer documentation is complete and filed correctly.
• Know company policies, procedures, and operations.
• Manage cash handling and payments with accuracy.
• Perform additional duties as required.

Skills

Travel Industry Experience

Time Management

Google Workspace

Adaptability

Communication

Teamwork

Attention to Detail

Self-Management

Willingness to Learn

Tools

Reservations Software

Job description

Ziptrek Ecotours is an adventure tourism activity that engages the young and young at heart through a unique and fun experience in Queenstown. Delivering an eco-adventure that combines a personal guided zip line journey offering sustainable education in a receptive and engaging environment creating lasting memories

Department: Guest Services

Location: Queenstown

Reports to: Guest Services Supervisor

Classification: Seasonal

Position summary:

The basic function of the Guest Service Agent is to provide an exceptionally high level of customer service by focusing on each customer’s needs, proactively anticipating areas of concern and facilitating the smooth coordination of daily tour operations.

Contract lengths are:

• 8th October 2026 - 30th April 2027

Position Requirements

• Legal entitlement to work in New Zealand for the period stated

Qualifications and experience:

• Previous experience in the travel and tourism industry is an asset
• Exemplary organisational and time-management skills
• Minimum of intermediate computer skills – proficient in Google Drive, Docs, Sheets.
• Thrive in a fast paced, results driven environment
• Ability to communicate clearly and concisely in both written and verbal form
• Positive attitude and ability to work productively and effectively with other staff
• Attention to detail and accuracy
• Ability to work with minimal supervision
• Keen to continue learning and pursue personal growth

Key responsibilities:

Authorities

• Adhere to Ziptrek cancellation policy and follow through
• Refuse permission of a guest on tour for reasons involving safety, eligibility criteria or customer experience
• Advise guests of cancellation policy in booking process

Guest Services:

• Greet customers and handle all inquiries (phone, in-person, email) promptly and enthusiastically in a pleasant and professional manner
• Make efficient and accurate tour bookings with proficiency in the reservations software and consideration of tour timing and available staff
• Take ownership of the customer requirements and address areas of concern before they become a problem
• Liaise with customers, operations, sales and marketing and management making sure that all inquiries are promptly routed to the appropriate person/people
• Establish and maintain effective working relationships with co-workers, supervisors, customers and tour operators
• Ensure that all required customer documentation is filled out accurately and in its entirety and is handled appropriately in the filing system
• Have a thorough knowledge of all aspects of the job, company policies, procedures and operations
• Manage all aspects of cash handling, including opening and cash out procedures with 100% accuracy
• Accurately process payment for all bookings including cash when required
• May be asked to perform other duties as required

N.B. Ziptrek Ecotours participates in active drug and alcohol testing in order to maintain a safe workplace and in accordance with the Health and Safety in Employment Act 1992.