Guest Service Agent

Who We Are | Ko Wai Matou

If you are passionate about service and have a smile to match, we are seeking a Guest Services Agent.

We are looking for an enthusiastic applicant who understands the meaning of great guest service, team work and attention to detail. A team player who enjoys the hospitality industry and wants to further their career.

This role covers different shifts during the week, weekends and public holidays. You will need to be flexible to work all rostered days and have at least two years of relevant experience OR NZQF level 2 or 3 (ANZSCO Skill Level 4).

This role requires you to do porter duties from time to time and assisting in other areas of the hotel as needed.

This is a Full time role (Minimum 30 hours per week) based at Sudima Queenstown Five Mile Hotel and the rate is $26 to $27 per hour.

The Role | Te mahi

This position of Guest Service Agent requires a hospitality professional with a level head, professionalism, and the ability to make our guests welcome with exceptional service.

This role is full time (30 hours guaranteed per week), shifts will range from early, late and night shifts across a 24-hour period, 7 days a week, you may be required to complete some overnight shifts, this has an additional wage allowance.

From checking guests in/out, assisting with baggage, to dealing with guest queries and complaints, this varied position will require exceptional communication skills and the ability to think on your feet. You will be confident in your decision-making and have a strong focus on Health and Safety.

Responsibilities | Ngā haepapa

• Assist Front Desk during busy check in and check out to ensure guests are receiving the best possible services.
• Greeting and welcoming visitors, and directing them to the appropriate person
• Arranging and recording details of appointments
• Answering inquiries and providing information on the goods, services and activities of the organisation
• Answering, connecting and transferring telephone calls
• Receiving and resolving complaints from clients and the public
• Receiving and distributing correspondence, facsimile messages and deliveries
• Maintaining the reception area
• May perform other clerical tasks such as word processing, data entry, filing, mail despatch and photocopying
• Advising on and arranging reservations and accommodation
• Record all luggage stored in an orderly manner
• Must be updated on the knowledge of all room categories and amenities
• ix small maintenance issues in the rooms Responsible for the Front Office operations and guest satisfaction of the departments
• Assist with guest enquiries
• Ensure guest messages, dry cleaning are delivered in a timely manner.
• Assist other departments in the successful operation of the business with a key focus on: guest service, guest relations and yield management.
• Regularly inspect the lobby and public area to ensure that the standards of the Hotel are maintained and comfortable for guests, clients as well as employees.
• Provide guest advice and assistance with tour bookings, restaurant, activities and directions

Requirements

About you | Ko koe tenei

• Have flexibility to work across a range of rostered shifts that can include weekends and public holidays
• Shifts will range from early, late and night shifts across a 24-hour period, 7 days a week
• Ability to prioritise, work to deadlines and remain composed under pressure
• Committed to continuing professional development
• NZQF level 2 or 3 (ANZSCO Skill Level 4)
• OR atleast two years of relevant experience may substitute for the formal qualifications listed above.
• Confident, well-motivated, enthusiastic and determined
• Exceptional attention to detail
• Approachable and flexible & a team player
• Ability to prioritise, work to deadlines and remain composed under pressure
• Committed to continuing professional development

Benefits

He kura te tangata - We are all valued

• Discounts at our hotels, restaurants and spas across our network
• Staff, family and friends rates at our hotels
• Free onsite parking
• Excellent reward & recognition events
• Service and anniversary gifts and benefits
• Wellbeing programme including Health insurance discounts
• Paid training and individual Employee Development Plans
• Training towards NZQA qualifications and our very own online digital learning platform
• Free Life Insurance, Digital Will & Best Doctors teleservice after 3 months of employment

Who We Are - Ko Wai Mātou

Here at Sudima Hotels, we have one passion, you! We care, we do the right thing and we work together. As a Sudima team member, you will demonstrate these values with your day-to-day actions, however great or small.

We believe 'We Are all Valued - He Kura te Tangata', and our success is a direct reflection of our people and our company culture. We live and breathe Manaakitanga, hospitality is at the heart of all that we do. As HRD's Five Star Employer of Choice Award in 2019, 2022, and in 2024, our people love coming to work every day and we think you will too!

Hind Management, the management company behind Sudima Hotels, builds, operates, and manages our award-winning hotels, restaurants, bars, and spa businesses. As industry leaders in social and environmental responsibility, they operate on a sustainable business model that takes the well-being of our people and planet seriously.

Above all, we’re looking for positive people. Working with us not only means getting unlimited opportunities to develop yourself and your career but being part of a community and company culture that’s passionate about putting people first.

Nau mai, haere mai, tauti mai!

Hind Management is committed to accessibility.  Should you require assistance or support and are unable to apply online due to an access need, contact our office (+64) 99051727 or email our Talent Acquisition Team at [email protected]. We will aim to respond within 48 hours Monday to Friday 9am - 5pm. 

At Hind Management, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of diverse backgrounds, including disabled and neurodivergent candidates. Our hiring process is fully accessible and designed to ensure equity for everyone. Please let us know how we can support you in presenting your best self.

E manawanui ana tātou - We care 

Ka mahi tahi tātou - We work together 

Ka whai tātou i te tika - We do the right thing 

He kura te tangata - We are all valued