Front Office Hospitality Expert

2 weeks ago

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

About Us

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At Novotel New Plymouth Taranaki, we pride ourselves on providing exceptional guest experiences. Our 85-bedroom hotel offers a restaurant serving breakfast and dinner, a bar, and events, conference, and boardroom facilities.

We are seeking a highly motivated and experienced Front Office Superstar to join our friendly team as a Guest Service Agent. 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 strong communication skills to deliver excellent guest service from check-in to check-out and at all points in between. This hands-on role will require working AM and PM shifts on a 7-day week rotational roster. As a team player, you should lead by example and have a visible presence at the front desk and in the lobby during key times throughout the day.

Key Responsibilities
  1. Ensure Guests Are Provided with Exceptional Service
  2. Perform All Necessary Reception Tasks Including Checking Guests In and Out, Cashiering, Answering Phone Calls, Attending to Guest Requests and Complaints, etc.
  3. Answer Guest Inquiries About Services, Facilities, and Other Information
  4. Perform All Necessary Reservation Tasks and Respond to Email Inquiries in the Absence of the Reservations Supervisor
  5. Handle Guest Complaints Efficiently & Effectively
  6. Ensure That the Front Office Manager is Kept Fully Aware of Any Relevant Feedback from Guests and/or Other Departments
  7. Demonstrate and Maintain a High Level of Customer Service
  8. Follow Company Brand Standards

We are looking for someone who is passionate, performance-driven, prioritizing the individual needs of our guests and personalising service to build genuine human connections.

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 on their feet to resolve issues and when making 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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