Guest Service Agent

Job Description

Join Te Arikinui Pullman Auckland Airport as a Guest Service Agent and become the face of our premium guest experience. As the first point of contact for our guests, you will deliver warm, personalised service that creates memorable arrivals, departures, and everything in between. In this dynamic hospitality environment, you will combine professionalism, attention to detail, and genuine care to ensure every guest feels welcomed, valued, and connected. If you are passionate about premium hospitality and thrive on creating exceptional experiences, we would love to hear from you.

Key Responsibilities

• Create memorable first impressions by warmly welcoming guests and delivering personalised, exceptional service throughout their stay.
• Manage check-ins, check-outs, reservations, payments, and guest accounts with accuracy, efficiency, and attention to detail.
• Anticipate and respond to guest needs, providing local recommendations and ensuring special requests are handled seamlessly.
• Elevate the guest experience by promoting the Accor ALL loyalty programme and building meaningful guest relationships.
• Work collaboratively across departments to maintain smooth operations, professional presentation standards, and exceptional service excellence at all times.

Qualifications

• Proficiency in English (both written and spoken)
• Proven experience in guest services or customer-facing roles preferably in a Hotel environment
• Excellent verbal and written communication skills with the ability to adapt communication style to diverse guests
• Strong active listening and empathetic approach to understanding guest needs
• Strong knowledge of computer systems including Microsoft Office and preferably in Opera.
• Exceptional time management and multitasking abilities in a busy environment
• Outstanding interpersonal and conflict resolution skills
• Cultural awareness and sensitivity to diverse backgrounds and customs
• Ability to remain calm, patient, and professional under pressure
• Strong organisational skills and attention to detail
• Flexibility to work various shifts, including evenings, weekends, and holidays as required

Additional Information

Why Join Us?

• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Work Your Way - Flexibility to ensure a work life balance!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Accor's refer-a-friend bonus
• Meals on shift
• Paid Parking at Auckland Airport
• Paid Birthday Leave
• Paid Wellness Leave
• Refer a Friend Incentive
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program

Our Commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.