Guest Service Agent at Adina Hotels in Queenstown, Otago, New Zealand

Hourly Wage: $25 to $28.00 per hour

Employment Status: Full-time (30+ hours per week)

Employment Type: Permanent

Places of Work: Queenstown

Queenstown – Known as the “Adventure City”, Queenstown provides the opportunity to test your adrenaline limits through the wide range of outdoor activities in the South Island such as bungy jumping and skiing. Located on the shores of Lake Wakatipu, explore a scenic hike offering views of the Southern Alps.

Purpose

As Guest Service Agent, you’ll love putting others first and you’re smiling when they are – you’re the definition of a people person.

We value people with authentic charisma, celebrate the uniqueness of every team member and are big on sharing the rewards.

Primary Responsibilities

• You process all guest check-ins and check-outs are smoothly and seamlessly
• You always greet our guests by name
• All guest details are recorded accurately, and necessary info updated in guest’s CRM profile as required
• You’re the go-to for any special requests, general info, transport, event tickets, restaurant & airline reservations and any other queries that may arise
• You always cheerfully and promptly respond to any calls
• If you’re unsure of the answer to a guest query, you will promptly find out and follow up
• You resolve guest complaints timely and professionally, referring them to a supervisor if needed
• You’re familiar with all room types, rates and services and are ready to ‘sell’ at any time
• You’re friendly and efficient in handling reservation requests (for groups, unusual or difficult requests, involve the Hotel/Reservations Manager/Coordinator)
• Any guest mail, messages and deliveries are processed accurately and efficiently
• You complete wake up calls always on time
• Completing room drops and delivering amenities
• Lobby duty greeting guests, upselling dinner reservations, escorting guests to their room
• You liaise with the relevant departments including housekeeping and maintenance to assist with any guest request as required
• Maintain a dynamic ‘Guest Services Directory’ in the Property Management System (PMS), with local and essential information for your hotel
• You’re happy to cross train within all available departments throughout your hotel
• You’ll jump in and help out other departments during peak busy times
• Your communication is unrivalled, and you always provide a clear and concise handover for the next shift
• Keep your Manager informed of any problems and unusual matters
• Cleanliness and tidiness are a priority – you keep Front Office looking immaculate
• This isn’t an exhaustive list – your Manager may have other reasonable tasks or instructions on occasion

Skills, Experience and Responsibilities

You will have:

• A minimum of three years’ relevant hospitality experience in a comparable role with a comparable employer; OR
• A relevant hospitality qualification (Diploma level or higher) combined with at least one year of relevant experience in a comparable role with a comparable employer.
• Proven ability to work rostered shifts, including weekends and public holidays.
• Strong verbal and written communication skills.
• A high level of professionalism, presentation and attention to detail.