Guest Service Agent

About the role

Join Te Arikinui Pullman Auckland Airport as a Guest Service Agent and become the welcoming face of a 5‑star airport hotel. You will be responsible for delivering warm, personalised service to guests from arrival through departure, ensuring every stay is memorable.

Key responsibilities

• Create memorable first impressions by warmly welcoming guests and delivering exceptional service throughout their stay.
• Manage check‑ins, check‑outs, reservations, payments and guest accounts with accuracy and efficiency.
• Anticipate and respond to guest needs, provide local recommendations and handle special requests seamlessly.
• Promote the Accor ALL loyalty programme and build meaningful guest relationships.
• Collaborate with other departments to maintain smooth operations, professional presentation standards and service excellence.

Required profile

• 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 with the ability to adapt style to diverse guests.
• Strong active listening, empathy and cultural awareness.
• Ability to remain calm, patient and professional under pressure.
• Flexibility to work various shifts, including evenings, weekends and holidays.

Required skills

• Microsoft Office
• Opera property management system (or similar hotel PMS)