Guest Service Agent / Duty Manager

About the role

Join the Mercure Queenstown Resort team as a Guest Service Agent and Duty Manager. You will be the first point of contact for guests, ensuring a smooth stay from check‑in to check‑out while also overseeing front‑office operations during your shift.

Key responsibilities

• Deliver a seamless guest experience throughout arrival, stay, and departure.
• Process reservations accurately and in line with hotel policies.
• Provide high‑level customer service, addressing guest needs and requests.
• Handle luggage, store guest property, and assist with activity bookings and parking.
• Perform front‑of‑house cleaning duties as needed.
• Oversee hotel operations during your shift, supporting the Front Office team.
• Resolve escalated guest complaints and operational issues professionally.
• Maintain effective communication between departments and ensure health‑and‑safety compliance.
• Complete detailed shift handovers and monitor emergency procedures.
• Assist with cash handling, shift balancing, room allocations, incident reporting, and contractor access.

Required profile

• Confident working independently while supporting the wider team.
• Passionate about delivering exceptional customer service.
• Calm under pressure and able to manage difficult situations professionally.
• Strong communication and organisational abilities.
• Reliable, professional and committed to high hotel standards.

Required skills

What we offer

• Full‑time role with a guaranteed minimum of 30 hours per week.
• Opportunities for growth within the Accor hospitality network.
• Supportive team environment where contributions are valued.