Guest Service Agent

Hourly Wage: $25 to $28.00 per hourEmployment Status: Full-time (30+ hours per week)Employment Type: PermanentPlaces of Work: QueenstownQueenstown – 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. PurposeAs 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 ResponsibilitiesYou process all guest check-ins and check-outs are smoothly and seamlesslyYou always greet our guests by nameAll guest details are recorded accurately, and necessary info updated in guest’s CRM profile as requiredYou’re the go-to for any special requests, general info, transport, event tickets, restaurant & airline reservations and any other queries that may ariseYou always cheerfully and promptly respond to any callsIf you’re unsure of the answer to a guest query, you will promptly find out and follow upYou resolve guest complaints timely and professionally, referring them to a supervisor if neededYou’re familiar with all room types, rates and services and are ready to ‘sell’ at any timeYou’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 efficientlyYou complete wake up calls always on timeCompleting room drops and delivering amenitiesLobby duty greeting guests, upselling dinner reservations, escorting guests to their roomYou liaise with the relevant departments including housekeeping and maintenance to assist with any guest request as requiredMaintain a dynamic ‘Guest Services Directory’ in the Property Management System (PMS), with local and essential information for your hotelYou’re happy to cross train within all available departments throughout your hotel You’ll jump in and help out other departments during peak busy timesYour communication is unrivalled, and you always provide a clear and concise handover for the next shiftKeep your Manager informed of any problems and unusual mattersCleanliness and tidiness are a priority – you keep Front Office looking immaculateThis isn’t an exhaustive list – your Manager may have other reasonable tasks or instructions on occasion Skills, Experience and ResponsibilitiesYou will have:A minimum of three years’ relevant hospitality experience in a comparable role with a comparable employer; ORA 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.