Guest Service Agent / Duty Manager

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Guest Service Agent / Duty Manager

At Mercure Queenstown Resort, we're looking for people who are passionate about creating memorable experiences while building a rewarding career in hospitality. Join a supportive team where your growth is encouraged, your contributions are valued, and every day brings new opportunities.

Key Responsibilities:

• Ensure a smooth and efficient experience is delivered to all guests from check in, throughout their stay, and at check-out.
• Accurately and efficiently receive and process guest reservations while following hotel policies and procedures.
• Deliver the highest level of customer service and guest satisfaction at all times, particularly when welcoming guests and assisting with their needs throughout their stay.
• Transfer, store, and handle guest luggage and property.
• Respond to guest requests for assistance and information.
• Book activities and assist with guest requests, bookings, and parking.
• Complete front-of-house cleaning duties as required.

Duty Manager Responsibilities:

• Oversee the hotel operation during your shift.
• Support the Front Office team and ensure smooth day-to-day operations.
• Handle escalated guest complaints and resolve operational issues professionally.
• Ensure effective communication between departments.
• Make decisions that maintain guest satisfaction and uphold hotel standards.
• Complete detailed shift handovers.
• Monitor hotel activity and assist with emergency procedures when required.
• Follow all health and safety requirements.
• Ensure hotel policies are followed by both guests and team members.
• Assist with cash handling, shift balancing, room allocations, guest account queries, incident reporting, contractor access, and the general supervision of the Front Office operation.

About You:

• Confident working independently while also supporting the wider team.
• Passionate about providing exceptional customer service.
• Able to remain calm under pressure and manage difficult situations professionally.
• Strong communication and organisational skills.
• Reliable, professional, and committed to maintaining high hotel standards.

This is a full-time position with a guaranteed minimum of 30 hours per week. Applicants must hold full New Zealand working rights.

This role is Full-Time (Guaranteed 30 hours per week), must hold full NZ working rights. 

• The applicant must have strong customer service skills, excellent communication, and a professional and friendly approach when dealing with guests, team members, contractors, and suppliers.
• They should be confident using computer systems, able to work in a fast-paced hotel environment, and have good attention to detail when handling reservations, guest accounts, payments, daily Front Office procedures, and reporting requirements.
• The applicant must be reliable, punctual, well presented, and able to work flexible shifts, including weekends, evenings, public holidays, and overnight shifts when required.
• Previous experience working at a hotel front desk is essential, with a good understanding of hotel operations, guest expectations, check-in and check-out procedures, and the importance of delivering a smooth guest experience.
• For the Duty Manager component of the role, the applicant must be able to take responsibility for the hotel operation during their shift. They should be confident handling guest complaints, resolving issues professionally, making operational decisions, supporting the Front Office team, and escalating serious matters to senior management when required.
• The applicant should be able to remain calm under pressure, prioritise tasks, lead by example, and ensure hotel policies and procedures are followed. They must also have strong problem-solving skills, sound judgement, and the ability to deal with emergency situations, safety concerns, difficult guests, and team member queries in a professional manner.
• Experience with cash handling, balancing shifts, managing guest accounts, completing shift handovers, and supervising staff would be highly beneficial.
• A current New Zealand Duty Manager's Certificate would be advantageous.
• A current Licence Controller Qualification (LCQ) would be advantageous.

Benefits of working at Mercure Queenstown Resort

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.   

• 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.
• Free meals provided while on shift.
• 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.