Guest Service Agent

About the role

We are looking for a Guest Service Agent to welcome new and returning guests with courtesy and attentive care. In this role you will go beyond simple check‑in and check‑out duties, using your knowledge of Queenstown to anticipate guest needs and provide memorable recommendations.

Key responsibilities

• Provide efficient, friendly, and professional service to all guests throughout their stay.
• Welcome guests, manage all touch points of the Guest Journey, and coordinate pre‑arrival research.
• Assist with front‑office operations, including group arrivals, departures, and activity bookings.
• Handle check‑in and check‑out procedures accurately, including billing and cash handling.
• Supervise valet service, luggage handling, lost‑property, and courier functions.
• Promote on‑site facilities, seasonal activities, and hotel promotions.
• Liaise with maintenance, other hotel departments, and external activity providers to ensure guest satisfaction.

Required profile

• Minimum 1 year experience in hotel guest service or front‑desk roles.
• Strong hospitality attitude, humility, and high emotional intelligence.
• Ability to take initiative, solve problems positively, and act with urgency.
• Excellent communication and interpersonal skills.

Required skills

• Cash handling and basic billing procedures.
• Experience with reservation and front‑office systems.