Guest Services Agent at Trojan Holdings · Aoraki /…

At the heart of our service, is our ability to build rapport with our guests and share knowledge and passion for the local surrounding area, and the experiences we offer. Our Guest Service Agents play a crucial role is welcoming and enabling our guests to have the best experience possible during their stay. What you will be doing

Welcome guests and provide a warm, friendly greeting, and assist with luggage. Provide accurate information about hotel/lodge facilities, services, and local attractions. Respond promptly to guest inquiries and requests, offering solutions and support. Report any maintenance or safety issues to the appropriate department. Ensure guest satisfaction by anticipating needs and exceeding expectations. Maintain a professional and courteous demeanor at all times. Providing transport and portering through our village shuttle service. Upselling services & activities available to maximize occupancy and revenue. Maintaining high standards of our guest services and public areas around the reception. Ensuring all health & safety, evacuation plans, winter and security procedures are followed in relation to safety & wellbeing, cash & key management, guest security and privacy. Assist in emergency situations, following established protocols. General guest service duties, including handling requests and complaints, deferring to the manager/ supervisor when necessary. Collaborating and assisting other colleagues and departments where required

What you will bring to the role

Diploma in hospitality or equivalent preferred Previous experience of six months or more within hospitality, customer facing role, front desk, or similar Experience using EFTPOS and Reservations/POS systems. You will be comfortable working and living in a remote location due to the unique location of Mt Cook. A confident and safe driver, you hold a full clean NZ Driver’s license or international equivalent. Flexibility and experience in working rotating shift patterns, including weekends and public holidays and Night. A focus on guest experience with an attention to detail, attentive nature, and effective communication skills, both written and verbal. Excellent communication, interpersonal, and problem-solving skills. Ability to lift and carry heavy luggage. Knowledge of local attractions and services. You are confident, enthusiastic, able to handle pressure, and prioritize

The role and benefits:

Fulltime, permanent position, minimum 60 hours per fortnight, $25 per hour. Accommodation at reasonable rent including power, and Wi-Fi. Free access to all activities offered by the Hermitage Hotel after first eight weeks service Generous discounts on food and beverage, available from your first day on the job. Discounted hotel accommodation for Friends and Family after eight weeks service. Live in Aoraki/Mt Cook National Park, with stunning surroundings and unparalleled views – a short and remarkable commute to work.