Guest Service Agent / Duty Manager

Company Overview

Accor is a leading global hospitality group providing diverse career opportunities across multiple brands. The company values individuality, supports personal and professional growth, and encourages exploration of new career horizons in the hospitality sector.

Position Overview

The Mercure Queenstown Resort seeks a dedicated Guest Service Agent / Duty Manager to contribute to memorable guest experiences and foster career development within a supportive team environment.

Key Responsibilities

• Facilitate seamless guest experiences from arrival through departure, ensuring smooth check-in and check-out processes.
• Handle guest reservations with accuracy and compliance with hotel protocols.
• Maintain high standards of customer service, welcoming guests and addressing their needs throughout their stay.
• Manage guest luggage and property with care and efficiency.
• Respond promptly to guest inquiries and requests for assistance.
• Coordinate bookings for activities and manage guest requests including parking arrangements.
• Perform front-of-house cleaning duties when necessary.
• Oversee hotel operations during shifts as Duty Manager, supporting the Front Office team and ensuring daily operational continuity.
• Address and resolve escalated guest complaints and operational challenges professionally.
• Facilitate clear communication between departments and maintain comprehensive shift handovers.
• Monitor overall hotel activities and support emergency procedures when required.
• Ensure adherence to health and safety regulations and hotel policies by guests and staff.
• Assist with financial transactions, shift balancing, room allocations, and general supervision of Front Office operations.

Candidate Profile

• Ability to work independently while effectively supporting team members.
• Strong passion for delivering exceptional customer service.
• Capacity to remain composed under pressure and resolve complex situations professionally.
• Excellent organizational and communication capabilities.
• Reliability, professionalism, and dedication to upholding hotel standards.

Qualifications and Experience

• Proven customer service expertise with excellent communication skills and a professional, friendly demeanor.
• Competence in using computer systems in a dynamic hotel environment with attention to detail in reservations, accounts, payments, and reporting.
• Reliability, punctuality, presentability, and flexibility to work varied shifts including weekends, evenings, public holidays, and nights.
• Prior hotel front desk experience is essential, with knowledge of hotel operations, guest services, and check-in/out procedures.
• For Duty Manager responsibilities, the candidate must demonstrate capability in managing hotel operations, resolving guest complaints, supporting staff, making sound decisions, and escalating major concerns appropriately.
• Ability to prioritize, lead by example, enforce policies, solve problems, and manage emergencies professionally.
• Experience in cash handling, shift balancing, guest accounts management, staff supervision, and completing handovers is advantageous.
• Holding a current New Zealand Duty Manager's Certificate and Licence Controller Qualification (LCQ) is beneficial but not mandatory.

Employment Details

This is a guaranteed full-time role requiring a minimum of 30 hours per week, with full New Zealand work rights mandatory.

Additional Benefits

• Opportunity to discuss and achieve your preferred work-life balance.
• Complimentary access to on-site gym, sauna, hot tubs, and swimming pool.
• Free meals provided during shifts.
• Discounted accommodation rates and a complimentary anniversary stay.
• Employee Assistance Program for personal support.
• Prospects for career advancement within the organization.
• Engagement in corporate social responsibility initiatives.
• Employee benefit card offering discounts across Accor properties worldwide.

Diversity and Inclusion Commitment

Accor embraces inclusivity, aiming to attract and support diverse talent. Reasonable adjustments are available during recruitment upon request to ensure equal opportunity for all candidates.