Guest Service Agent/Duty Manager

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• $29.66 per hour
• Minimum 30 hours per week guaranteed

About us

Situated on a unique vantage point with breath taking views over Lake Wakatipu and the Remarkables Mountain range, Mercure Queenstown Resort offers 148 guests rooms, two restaurants, a lounge bar and conference facilities.  We are growing our diverse team and are looking for a Guest Service Agent/Duty Manager to join our front office team.

About the role

Reporting to the Front Office and Reservations Manager the Guest Service Agent/Duty Manager will ensure that the highest level of customer satisfaction and service is offered to our guest, whilst assisting in the management of the day-to-day operation of the Front Office, phones, portering and night audit functions.  You will ensure that service standards are maintained in these areas, profitability maximised and guest needs met.  You will also be required to support the management of the department in the absence of the front office manager and lead the department as needed.  Responding to guest requests for assistance and information in a timely and efficient manner and being confident in your ability to sell and inform guests about local activities and popular tourist attractions, also forms part of the key responsibilities of the role. 

Key responsibilities include:

• Provide efficient, friendly and professional service to all guests.
• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Cover Duty Manager shifts as required, including weekends and public holidays, as well as the occasional night manager shift.
• Excellent leadership skills, confident to train new team members. effectively in department and hotel operations.
• Driving our hotel van to drop off and pick up guests around Queenstown.
• Lead by example guiding the team through active use of Accor values and code of conduct.
• Actively supervise the sale and supply of alcohol in line with current legislation.
• Deputise in the absence of the Front Office Manager.

About you

• You bring excellent communication skills and the cultural awareness needed to manage and motivate a diverse team.
• You thrive in a team environment and love to roll up your sleeves, stepping into hotel operations to lend a helping hand when needed.
• With a sharp eye for detail, you approach challenges diplomatically, always striving for win-win solutions. You're a master at juggling multiple tasks, staying organised and efficient no matter the situation.
• Curiosity drives you, and you're always looking for innovative ways to improve how things get done. If you’re familiar with Opera/Opera Cloud or similar guest reservation systems, that’s a definite plus!
• An LCQ certificate or the willingness to obtain one, along with a manager's certificate, will be required.
• We are looking for someone flexible to work across a 7-day rotating roster, including weekends and Public Holidays.

Benefits of working at Mercure QT Resort

• Work Your Way - Speak with us about your desired work life balance and make it a reality!
• Free use and access of our gym, saunas, hot tubs and swimming pool.
• Meals provided while on duty.
• Accommodation discounts & Free Anniversary Stay.
• Employee Assistance Program.
• Fantastic career growth opportunities.
• Ability to make a difference through our Corporate Social Responsibility activities.
• Employee benefit card offering discounted rates with Accor worldwide.

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.