Guest Service Attendant

October 9, 2024

TFE Hotels

Queenstown

FULL TIME

Hourly Wage: $25.00 to $29.66 per hour
Employment Status: Full-time (30+ hours per week)
Employment Type: Permanent
Places of Work: Queenstown, New Zealand

Known as the “Adventure City”, Queenstown provides the opportunity to test your adrenaline limits through the wide range of outdoor activities in the South Island such as bungy jumping and skiing. Located on the shores of Lake Wakatipu, explore a scenic hike offering views of the Southern Alps.

Purpose
As Guest Services Attendant, you free pour exceptional guest service! You demonstrate care and attention to detail in a fast-paced environment, you’ll love putting others first and you’re smiling when they are – you’re the definition of a people person. Being the go-to for guests, managing admin and giving real local advice is all part of the deal. We value people with authentic charisma, celebrate the uniqueness of every team member and are big on sharing the rewards.

Primary Responsibilities

You process all guest check-ins and check-outs are smoothly and seamlessly
You always greet guests by name
All guest details are recorded accurately, and necessary info updated in guest’s CRM profile as required
You’re the go-to for any special requests, general info, transport, event tickets, restaurant & airline reservations and any other queries that may arise
You always cheerfully and promptly respond to any calls
If you’re unsure of the answer to a guest query, you will promptly find out and follow up
You resolve guest complaints timely and professionally, referring them to a supervisor if needed
You’re familiar with all room types, rates and services and are ready to ‘sell’ at any time
You’re friendly and efficient in handling reservation requests (for groups, unusual or difficult requests, involve the Hotel/Reservations Manager/Coordinator)
Any guest mail, messages and deliveries are processed accurately and efficiently
You complete wake up calls always on time
You liaise with the relevant departments including housekeeping and maintenance to assist with any guest request as required
Maintain a dynamic ‘Guest Services Directory’ in the Property Management System (PMS), with local and essential information for your hotel
You’re happy to cross train within all available departments throughout your hotel
You’ll jump in and help out other departments during peak busy times
Your communication is unrivalled, and you always provide a clear and concise handover for the next shift
Keep your Manager informed of any problems and unusual matters
Cleanliness and tidiness are a priority – you keep Front Office looking immaculate
This isn’t an exhaustive list – your Manager may have other reasonable tasks or instructions on occasion

Skills, Experience and Requirements

You (ideally) have or are studying toward a Hospitality Diploma or Degree and/or have prior experience in a similar role and similar property
You can physically meet the demands for this role including constant standing, frequent computer and phone use involving repetitive and sustained use of the upper limbs and occasional lifting, pushing and moving of objects up to 20 kgs
You’re tech-savvy and proficient in using Microsoft Office 365, Property Management System and Customer Relationship Management database
Shift work will be required on a rotating roster and may include late shifts. Flexibility is a must.