Guest Service Agent / Duty Manager

Overview Why Work for Accor? At Accor, we are a global hospitality leader that welcomes you as you are and offers opportunities across a diverse range of brands. We support your growth, learning, and development to help you thrive and build a meaningful career in hospitality. Discover the opportunities waiting for you at Accor: careers.accor.com Position Guest Service Agent / Duty Manager At Mercure Queenstown Resort, we are looking for people who are passionate about creating memorable experiences while building a rewarding career in hospitality. Join a supportive team where your growth is encouraged, your contributions are valued, and every day brings new opportunities. Responsibilities Ensure a smooth and efficient experience is delivered to all guests from check-in, throughout their stay, and at check-out. Accurately and efficiently receive and process guest reservations while following hotel policies and procedures. Deliver the highest level of customer service and guest satisfaction at all times, particularly when welcoming guests and assisting with their needs throughout their stay. Transfer, store, and handle guest luggage and property. Respond to guest requests for assistance and information. Book activities and assist with guest requests, bookings, and parking. Complete front-of-house cleaning duties as required. Duty Manager Responsibilities Oversee the hotel operation during your shift. Support the Front Office team and ensure smooth day-to-day operations. Handle escalated guest complaints and resolve operational issues professionally. Ensure effective communication between departments. Make decisions that maintain guest satisfaction and uphold hotel standards. Complete detailed shift handovers. Monitor hotel activity and assist with emergency procedures when required. Follow all health and safety requirements. Ensure hotel policies are followed by both guests and team members. Assist with cash handling, shift balancing, room allocations, guest account queries, incident reporting, contractor access, and the general supervision of the Front Office operation. About You Confident working independently while also supporting the wider team. Passionate about providing exceptional customer service. Able to remain calm under pressure and manage difficult situations professionally. Strong communication and organizational skills. Reliable, professional, and committed to maintaining high hotel standards. Requirements This is a full-time position with a guaranteed minimum of 30 hours per week. Applicants must hold full New Zealand working rights. The role is Full-Time (Guaranteed 30 hours per week) and requires full NZ working rights. The following qualifications and experience are desirable: Strong customer service skills, excellent communication, and a professional and friendly approach when dealing with guests, team members, contractors, and suppliers. Confident using computer systems, able to work in a fast-paced hotel environment, and good attention to detail when handling reservations, guest accounts, payments, daily Front Office procedures, and reporting requirements. Reliable, punctual, well presented, and able to work flexible shifts, including weekends, evenings, public holidays, and overnight shifts when required. Previous experience at a hotel front desk with understanding of hotel operations, guest expectations, check-in/check-out procedures, and delivering a smooth guest experience. For the Duty Manager component, the ability to take responsibility for hotel operations during the shift, handle guest complaints, resolve issues professionally, make operational decisions, support the Front Office team, and escalate serious matters when required. Ability to remain calm under pressure, prioritise tasks, lead by example, and ensure hotel policies and procedures are followed. Strong problem-solving skills, sound judgement, and the ability to manage emergency situations, safety concerns, difficult guests, and team member queries professionally. Experience with cash handling, balancing shifts, managing guest accounts, completing shift handovers, and supervising staff is highly beneficial. A current New Zealand Duty Manager's Certificate is advantageous. A current Licence Controller Qualification (LCQ) is advantageous. Benefits Mercure Queenstown Resort offers a unique location with views over Lake Wakatipu and the Remarkables range. The property features 148 guest rooms, two restaurants, a lounge bar, and conference facilities. Work Your Way — discuss your desired work-life balance and make it a reality. Free access to gym, saunas, hot tubs, and swimming pool. Free meals provided while on shift. Accommodation discounts and a Free Anniversary Stay. Employee Assistance Program. Career growth opportunities. Opportunity to contribute to Corporate Social Responsibility activities. Employee benefit card with discounted rates across Accor worldwide. Our commitment to diversity and inclusion: We are an inclusive company and offer reasonable adjustments to support you. If you require an adjustment during the recruitment process, please let us know. #J-18808-Ljbffr