Guest Service Agent / Concierge

About the role

SO/ Auckland, a luxury hotel in the heart of Auckland's CBD with views of the Waitematā Harbour, is looking for a warm, energetic and guest-focused Guest Service Agent. You will deliver service excellence from check-in to check-out and act as the first point of contact for guests.

Key responsibilities

• Process reservations, manage guest accounts and promote hotel services
• Answer guest queries and phone calls professionally and efficiently
• Reconcile cashier floats at the end of each shift
• Introduce non-members to the ALL - Accor Live Limitless loyalty programme
• Handle special guest requests such as amenities, gifts and celebration arrangements
• Maintain relationships with external service providers
• Act as a proactive lobby presence, greeting guests and supporting front-of-house flow

Required profile

• Previous customer service experience; hospitality experience is a bonus
• Ability to multitask, stay calm under pressure and resolve issues quickly
• Strong communication skills and professional personal presentation
• A genuine passion for hospitality and a positive attitude
• Full, clean New Zealand driver's licence (or overseas equivalent)

Required skills

• Confidence using computer systems, including Microsoft Office and Opera Cloud

What we offer

• Staff meal provided per shift
• Dry-cleaning of uniform
• Accor and Ennismore hotel discounts, family and friends discounts
• Development opportunities and worldwide career progression
• Annual reward of a free night's accommodation with breakfast and dinner included