Guest Service Agent

DoubleTree by Hilton Auckland Karaka is looking for a dynamic individual to join their Front Office team!

About the role

You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a key role in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Guest Service Agent, you're not just ensuring a seamless check-in and check-out process – you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Key responsibilities

• Greet guests upon arrival and complete the check-in process, including verifying details, assigning rooms, issuing keys, and providing welcome materials or bell service assistance
• Process guest departures by verifying charges, handling payments, issuing receipts, and using the point-of-sale system accurately
• Demonstrate comprehensive knowledge of hotel offerings, room types, rates, promotions, and local area information to assist with guest inquiries
• Use up-selling techniques to recommend hotel amenities and maximize room and service revenue
• Respond to guest requests, resolve concerns with care and urgency, and effectively manage messages and communications

About you

• Previous experience in a guest service or front office role within the hospitality industry

• Strong communication and interpersonal skills, with the ability to handle guest inquiries and complaints professionally

• Excellent multitasking skills and the ability to remain calm and professional in a fast-paced environment

• Proficiency in English; additional languages are a plus

• Ability to work flexible hours, including nights, weekends, and holidays

• A positive attitude and a genuine passion for providing exceptional guest service