Guest Service Agent
On-siteAuckland, Auckland, New Zealand
Job Summary
Welcome guests to the lobby hub and deliver personalized service throughout their stay. Manage check-ins, check-outs, reservations, payments, and guest accounts with accuracy. Anticipate guest needs by providing local recommendations and handling special requests seamlessly. Promote the Accor ALL loyalty programme and build meaningful relationships while collaborating across departments to maintain professional presentation standards. Maintain smooth operations and exceptional service excellence in a busy environment. Proficiency in English, Microsoft Office, and Opera systems is required. Flexibility to work various shifts, including evenings, weekends, and holidays is essential.
Required Qualifications
- Proficiency in English (both written and spoken)
- Proven experience in guest services or customer-facing roles preferably in a Hotel environment
- Excellent verbal and written communication skills with the ability to adapt communication style to diverse guests
- Strong active listening and empathetic approach to understanding guest needs
- Strong knowledge of computer systems including Microsoft Office and preferably in Opera
- Exceptional time management and multitasking abilities in a busy environment
- Outstanding interpersonal and conflict resolution skills
- Cultural awareness and sensitivity to diverse backgrounds and customs
- Ability to remain calm, patient, and professional under pressure
- Strong organisational skills and attention to detail
- Flexibility to work various shifts, including evenings, weekends, and holidays as required
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