Guest Service Agent

Welcoming each new and returning guest with courtesy and attentive care, you will set the tone for exceptional service. Here you can take your role beyond checking people in and out. Sharing your knowledge and love of Queenstown, you will anticipate guests’ needs and offer recommendations that make their stays even more special.

• Provide efficient, friendly and professional service to all guests.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive.
• Take a positive problem solving approach with issues and concerns
• Welcome guests and ensure to impact all touch points of the Guest Journey, including research pre arrival
• Assist in the management of the Front Office operation to achieve a reputation as a market leader in individualised customer focused service
• Provide high standard of service to all hotel guests – specifically anticipating and pro-actively attending to guest requests and event/activity bookings.
• Co-Ordinate Group arrivals (including welcome), departures and check-ins and assist with activities during their stay.
• Greet, check-in and assist guests.
• Ensure professionalism and accuracy with information and billing during arrival and departure.
• Follow procedures for cash and security on front desk.
• Ensure reservations have correct tariffs and up-sells.
• Effective supervision of and assistance with all guest arrivals and departures ensuring guest baggage is taken to guest rooms or stored promptly and securely.
• Supervision of the Hotel’s valet service, ensuring safety, care and secure parking and timely retrieval.
• Ensure any guest or management messages are attended to with a sense of urgency.
• Actively manage Lost Property within the hotel
• Actively manage the Courier function within the hotel.
• Co-ordinate and participate in quality steps to monitor and measure guest satisfaction during their stay.
• Be pro-active in promoting our on-side facilities.
• Promote seasonal activities and promotions
• Regular liaison with Maintenance ensuring maintenance requests are completed, quickly focusing on guest needs as a priority.
• Liaise with all other hotel departments to build a strong working relationship.
• Liaise with activity organisations and agents in  order to offer the guests the best option to create a memorable stay
• Provide expertise and support within other Hotel departments, including Food & Beverage (deliver memorable service, support with room service requirements, be familiar with our offering, seek opportunities to upskill, plan, prepare, and hand over effectively to next shift, replenish consumables) and Housekeeping (Assist with additional requests such as, but not limited to, prepare rollaway beds, Day Bed, extra service, turndown, extra pillows)