Guest Service Ambassador

1 week ago


New Plymouth, Taranaki, New Zealand NCCR RNA & Disease Full time

About Us

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Novotel New Plymouth Taranaki is an innovative hotel that combines modern comfort with a warm and welcoming atmosphere. Our team is committed to delivering exceptional guest experiences and creating memorable moments for our visitors.

We are currently seeking a highly skilled and experienced Front Office Guest Service Agent to join our dynamic team. This role involves actively participating in the day-to-day operations of Front Office and Reservations for a minimum of 30 hours per week.

As the first point of contact for our guests, you will need to possess excellent communication skills to deliver outstanding guest service from check-in to check-out and at all points in between. This role requires working AM and PM shifts on a 7-day week rotational roster. As a team player, you should demonstrate leadership skills and have a visible presence at the front desk and in the lobby during key times throughout the day.

Key Responsibilities
  1. Provide Exceptional Guest Experiences
  2. Perform All Necessary Reception Tasks Including Checking Guests In and Out, Cashiering, Answering Phone Calls, Attending to Guest Requests and Complaints, etc.
  3. Respond to Guest Inquiries About Services, Facilities, and Other Information
  4. Manage All Necessary Reservation Tasks and Respond to Email Inquiries in the Absence of the Reservations Supervisor
  5. Resolve Guest Complaints Efficiently & Effectively
  6. Keep the Front Office Manager Informed of Any Relevant Feedback from Guests and/or Other Departments
  7. Maintain a High Level of Customer Service
  8. Adhere to Company Brand Standards

We are looking for someone who is enthusiastic, results-driven, prioritizing the individual needs of our guests and personalising service to build meaningful relationships.

Requirements and Skills
  1. Previous Experience Working in a Hotel Front Office Environment (at Least 1 Year Preferred)
  2. Hospitality Qualification Preferred
  3. Knowledge and Experience Using Relevant Accor Systems (TARS, Hotel Link, Resaweb) Will Be Beneficial
  4. Familiarity with the Accor Live Limitless Loyalty Program Would Be an Advantage
  5. Basic Computer Literacy
  6. Working Knowledge of Opera Cloud (or Another Property Management System) Is Essential
  7. Knowledge of a Hotel Reservations Flow
  8. Knowledge of Hotel Front Office Systems and Processes and the Ability to Learn New Systems and Procedures with Ease
  9. Flexibility to Work on a Rotating Roster, Including Mornings, Days, Evenings, Weekends, Public Holidays (and the Occasional Night Audit Shift)
  10. A Positive, Reliable, Charismatic, and Can-Do Attitude
  11. Genuine, Outgoing, and Friendly Personality and Manner
  12. Strong Organisational and Time Management Skills
  13. Service Oriented and an Eye for Detail
  14. Good Communication Skills in English, with Excellent Reading, Writing, and Oral Proficiency
  15. Professional Appearance and Grooming at All Times

The ideal candidate will be able to multitask, work under pressure, and think critically to resolve issues and make informed decisions.

The wage rate for this role is between $26.52 and $27.82 (based on experience).

Benefits
  1. Uniforms Provided, Washed and Laundered
  2. Staff Meals Provided While on Shift
  3. Incredible Accor ALL Heartist Benefits – Including Discounts on Food and Beverage and Accommodation Worldwide
  4. Refer a Friend Incentive
  5. Reward and Recognition Incentives and Awards
  6. Paid Birthday Leave
  7. Paid Wellness Day
  8. Access to Our Employee Assistance Program


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