Guest Service Agent

Company Overview

Te Arikinui Pullman Auckland Airport is a premium 5-star airport hotel positioned beside Auckland International Airport. The property features 311 well-appointed guest rooms and is designed to offer a distinctly New Zealand hospitality experience.

Guests are welcomed through an informal lobby setting and can enjoy expansive rooftop bar and dining views that look out from Manukau Harbour across to central Auckland. Te Kaahu is shaped around discovery and blends culinary excellence with the depth of Aotearoa’s Māori heritage and natural beauty, creating a memorable dining and stay experience.

Role Summary

As a Guest Service Agent, you will be the first person many guests meet and will play a central role in shaping their overall experience. The position calls for warm, personalised service across arrivals, departures, and all guest interactions in between. Success in this role depends on professionalism, care, attention to detail, and the ability to help every guest feel valued and well looked after.

Key Duties

• Welcome guests in a friendly, polished manner and help create a strong first impression throughout their stay.
• Handle check-ins, check-outs, bookings, payments, and guest folios accurately and efficiently.
• Identify guest needs in advance, respond helpfully to requests, and share useful local suggestions.
• Promote the Accor ALL loyalty programme and nurture positive guest relationships.
• Coordinate with other hotel teams to support seamless operations, consistent presentation, and high service standards.

Candidate Profile

The ideal applicant communicates clearly in English, both verbally and in writing, and brings prior experience in guest-facing or customer service roles, ideally within a hotel setting. You should be comfortable adapting your communication style to different guests and situations, listening attentively, and responding with empathy.

Strong computer literacy is required, including confidence with Microsoft Office and preferably Opera. The role also calls for excellent time management, the ability to balance several tasks at once, strong interpersonal and conflict-resolution skills, cultural sensitivity, and the composure to stay calm and professional during busy or difficult moments.

You should be highly organised, detail-oriented, and available to work rotating shifts, including evenings, weekends, and public holidays.

Additional Information

This opportunity includes access to Accor Academy for learning and development, flexibility to support work-life balance, and staff benefits such as discounted food and beverage plus accommodation worldwide. Other benefits mentioned include a refer-a-friend bonus, meals during shifts, paid parking at Auckland Airport, paid birthday leave, paid wellness leave, parental leave support, and access to an Employee Assistance Program.

Diversity and Inclusion

The employer states that it is committed to an inclusive workplace and aims to attract, hire, and grow diverse talent. Reasonable adjustments can be provided during recruitment if needed.