Guest Service Agent

About the Employer

Minor Hotels is a leading accommodation provider in Australasia and globally, managing over 70 properties in the region and a total of 640 properties worldwide across more than 66 countries. Their diverse portfolio includes brands such as Anantara, Avani, Oaks, NH Hotels, NH Collection, nhow, and Tivoli across six continents including Asia Pacific, Middle East, Africa, Indian Ocean, Europe, and South America. Joining Minor Hotels means becoming part of a growing global organization committed to career development and exceptional workplace culture.

Job Overview

Oaks Queenstown Shores Resort seeks a dedicated full-time Guest Service Agent who thrives on delivering outstanding customer service. You will welcome guests warmly, ensuring they feel at home from arrival through their stay. Your role is central to managing smooth check-ins and check-outs, providing valuable information about local attractions and dining, and ensuring each guest has an outstanding experience via your friendly and positive attitude.

Key Responsibilities

• Greet guests warmly and efficiently manage the check-in process while handling initial queries or requirements.
• Maintain clear, courteous communication with guests, colleagues, and partners through face-to-face interaction, phone, and email to deliver excellent service.
• Manage guest reservations, updates, and special requests accurately using property management software to ensure flawless scheduling and availability.
• Serve as the main guest contact during their stay by providing timely assistance, resolving concerns, and offering personalized advice to enhance their visit.

Work Schedule

• Rotating shifts across all days of the week, Monday to Sunday.
• Full-time role averaging 30 hours per week.
• Shifts are scheduled between 7:00 AM and 11:00 PM.
• Immediate commencement available.

Candidate Qualifications

• Demonstrated experience providing high-level service in hotel, hospitality, or customer-facing roles.
• Exceptional communication skills with the ability to convey information clearly across multiple channels.
• Consistently provides excellent service with a proactive, positive approach to guest needs and surpassing expectations.
• Skilled at building positive guest relations and maintaining high satisfaction through attentive and effective problem management.
• Professional appearance and conduct reflecting company standards and values.
• Flexibility to accommodate a diverse and dynamic schedule including weekends, public holidays, and varied shifts.

Additional Benefits

• Opportunities for career advancement through learning and development programs.
• Exclusive discounts: 50% off stays at Minor Hotels in Australasia, plus 20% discount for friends and family.
• Global accommodation discounts across the Minor Hotels portfolio.
• Access to retail rewards including cashback and discounts at over 400 leading shops in Australia and New Zealand.
• Discounted access to entertainment and experiences.
• Special health insurance offers and workplace banking benefits.
• Generous leave policies including parental and birthday leave.
• Employee wellness programs including Employee Assistance Program and custom wellness support.

Additional Information

Minor Hotels regards its people as fundamental to its success, fostering a culture of innovation, collaboration, and personal growth. This role is open exclusively to candidates who have the right to work in New Zealand.