Guest Service Agent

About the role

We are seeking a warm, energetic Guest Service Agent to join our front‑of‑house team at SO/ Auckland. You will be the first point of contact for guests, ensuring every stay is memorable from arrival to departure.

Key responsibilities

• Deliver service excellence throughout the guest journey, from check‑in to check‑out.
• Greet guests, provide tailored assistance, and answer queries in person and by phone.
• Process reservations, manage guest accounts, and promote hotel services.
• Introduce non‑members to the ALL – Accor Live Limitless loyalty programme and highlight its benefits.
• Handle special guest requests such as amenities, gifts, and celebration arrangements.
• Reconcile cashier floats at the end of each shift, ensuring accuracy and compliance.
• Maintain strong relationships with external service providers to guarantee high‑quality offerings.

Required profile

• Previous customer‑service experience; hospitality experience is a plus.
• Ability to multitask, stay calm under pressure, and resolve issues quickly.
• Strong communication skills and a professional personal presentation.
• Positive attitude, team spirit, and a genuine passion for hospitality.
• Full, clean New Zealand driver’s licence (or overseas equivalent).

Required skills

• Proficiency with Microsoft Office.
• Experience using the Opera Cloud property‑management system.

What we offer

• Staff meal provided per shift.
• Dry‑cleaning of uniform.
• International accommodation and retail discounts across Accor & Ennismore properties.
• Family & friends hotel discounts.
• Opportunities for further development and worldwide career progression.
• Annual reward of a free night’s accommodation (including breakfast and dinner).