Guest Service Agent

About the role

Join Te Arikinui Pullman Auckland Airport as a Guest Service Agent, the first point of contact for guests at New Zealand’s premier 5‑star airport hotel. You will deliver warm, personalised service, ensuring every arrival and departure is memorable while supporting the hotel’s premium brand experience.

Key responsibilities

• Welcome guests with a friendly, professional demeanor and manage check‑ins, check‑outs, reservations, payments and guest accounts accurately.
• Provide local recommendations, handle special requests and anticipate guest needs throughout their stay.
• Promote the Accor ALL loyalty programme and build lasting guest relationships.
• Collaborate with other departments to maintain smooth operations, high presentation standards and service excellence.

Required profile

• Fluent written and spoken English.
• Proven experience in guest services or a customer‑facing role, preferably within a hotel environment.
• Excellent verbal and written communication, active listening and empathetic approach.
• Strong organisational, time‑management and multitasking abilities in a busy setting.
• Ability to remain calm, patient and professional under pressure, with cultural awareness and sensitivity.
• Flexibility to work various shifts, including evenings, weekends and holidays.

Required skills

• Proficiency with Microsoft Office.
• Familiarity with the Opera property management system (or similar hotel PMS).