Guest Service Agent

Join Our Team as a Guest Service Agent at Edgewater Lake Wānaka!

Are you a hospitality enthusiast with a passion for creating unforgettable guest experiences? We're looking for a talented Guest Service Agent to join the Front Office team at Edgewater Lake Wānaka.

At Edgewater Lake Wānaka, we believe in providing our guests with more than just a stay – we offer a journey of relaxation, adventure, and a moment of peace and quiet. As a Guest Service Agent, you'll be at the forefront of this mission, ensuring every guest receives a warm welcome and outstanding service from the moment they arrive.

The position is full-time 30 minimum hours per week, Monday to Sunday, 5 days per week on a rotating roster. The ideal candidate will have reception experience, strong computer skills, and ideally will have experience using Opera Cloud or a similar CRM system. You would have strong attention to detail, a can-do attitude, and be a fast learner.

Key Responsibilities:

• Welcome guests and manage efficient check-ins and check-outs.
• Handle reservations, cancellations, room allocations and guest requests.
• Provide information about the hotel, local attractions and services, including restaurant reservations.
• Respond to and resolve guest enquiries and complaints professionally and with empathy.
• Prepare VIP and wedding amenities and provide personalised service to returning and loyal guests.
• Promote hotel services, packages, attractions and room upgrades.
• Assist with conferences, functions, weddings and Villa guests.
• Communicate effectively with housekeeping, maintenance, events and food & beverage teams.
• Manage reception emails, Teams communications and daily Front Office administration.
• Handle guest payments, invoices, cash balancing and financial records accurately.
• Maintain a clean, organised and welcoming reception area.
• Follow hotel procedures, maintain guest confidentiality and remain vigilant regarding guest and property security.
• Assist with emergencies and other operational requirements as needed.
• Complete clear shift handovers to ensure a seamless guest experience.

Requirements

• Proven reception or front office experience, preferably within the hospitality industry.
• NZQA Level 1 / NCEA Level 1 or equivalent.
• Excellent customer service and communication skills.
• Ability to work flexible hours, including weekends and public holidays.
• A professional and positive approach to working as part of a team.

If this sounds like you and you are already in Wānaka, please apply with your cover letter and CV.

We look forward to meeting you and welcoming you to our Edgewater family.