Guest Service Agent – DoubleTree by Hilton Wellington

Job Description

As Guest Service Agent, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary.

Guest Service Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous experience in hotel front desk roles or customer-focused industry preferred
• Completed high school certificate or equivalent
• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Ability to work on your own and as part of a team
• Competent level of IT proficiency
• Prior Hilton OnQ PMS knowledge would be highly valued

Applicants for this position should have NZ residency or a valid NZ open work visa. Please apply within by submitting a cover letter and your latest resume.

Employer questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in New Zealand?
• Do you have customer service experience?
• Which of the following property management systems (PMS) do you have experience with?
• How would you rate your English language skills?
• How many years’ experience do you have in the hospitality & tourism industry?
• Are you available to work on a rotating roster?
• How many years’ experience do you have as a Hotel Receptionist?
• How many hours are you available to work per week?