Guest Service Agent

About The Role | Te mahi

At Hind Management, we believe every memorable stay begins with a genuine welcome, and every interaction is an opportunity to create a lasting impression.

As a Guest Service Agent, you'll be the heart of the guest journey, creating seamless arrivals, memorable stays, and warm farewells. More than managing check-ins and check-outs, you'll deliver the genuine hospitality and manaakitanga that we are known for, ensuring every guest feels valued, cared for, and truly at home.

If you enjoy connecting with people, thrive in a fast-paced environment, love finding solutions, and take pride in creating exceptional guest experiences through thoughtful service and attention to detail, we'd love to welcome you to our whanau.

This is a Part-time role based at Sudima Auckland City with minimum hours of 10 hours per week.

Responsibilities | Nga Haepapa

• Create a warm welcome by delivering a seamless and memorable check-in and check-out experience, ensuring every guest feels recognised from the moment they arrive.
• Make it happen by confidently recommending room upgrades, dining experiences and hotel facilities, while using your product knowledge to personalise every guest's stay.
• Build genuine connections by sharing our spirit of manaakitanga, responding promptly to guest enquiries, resolving concerns with care, and keeping the Duty Manager informed of guest feedback and operational matters.
• Be a local ambassador by sharing your knowledge of the hotel, our restaurants, local attractions and experiences, helping guests make the most of their stay in Aotearoa.
• Be the expert by confidently using Front Office systems, accurately processing reservations and payments, maintaining knowledge of room types, rates and packages, and following hotel procedures, security and health & safety standards.
• Work together by supporting colleagues across departments, assisting with porterage and valet services when required, and embracing learning opportunities to continuously grow your skills.

Requirements

About You | Ko Koe Tenei

• NZQF Level 2 or 3 (ANZSCO Skill Level 4), or at least one year of relevant experience in place of formal qualifications.
• Previous experience in a guest service, front office, or customer service role. (Not Essential)
• Holds a full New Zealand driver licence (essential).
• Physically able to meet the demands of the role, including prolonged periods of standing throughout a shift.
• Friendly communicator with a passion for delivering great guest experiences.
• Calm, organised, and able to multitask in a busy environment.
• Flexible to work rostered shifts, including weekends and public holidays.

Benefits

He kura te tangata | We are all valued

As an employer of choice, we offer great employee benefits like life cover, outstanding health and wellbeing programs, and discounts on hotels, restaurants, bars and spas across our network -not just for you but in some cases your friends and family too!

• Wellbeing programme including Health insurance discounts
• Excellent reward & recognition events
• Long service and anniversary gifts and benefits
• Staff, family and friends rates within our network of hotels
• Paid training and individual Employee Development Plans
• Life insurance cover after successful probation period

Who We Are | Ko Wai Matou

Here at Sudima Hotels, we have one passion, you! We care, we do the right thing and we work together. As a Sudima team member, you will demonstrate these values with your day-to-day actions, however great or small.

We believe 'We Are all Valued - He Kura te Tangata', and our success is a direct reflection of our people and our company culture. Awarded 'Inclusive Workplace' at the 2026 Diversity Awards, our people love coming to work every day and we think you will too!

Hind Management, the company behind Sudima Hotels, operates award-winning hotels, restaurants, bars and spas across New Zealand. Manaakitanga is at the heart of everything we do, guiding our commitment to exceptional hospitality, sustainability, and caring for our people and planet.

Nau mai, haere mai, tauti mai!

At Hind Management, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of diverse backgrounds, including disabled and neurodivergent candidates. Should you require assistance or support and are unable to apply online due to an access need, contact our

office (+64) 99051727 or email our Talent Acquisition Team at [email protected]. We will aim to respond within 48 hours Monday to Friday 9am - 5pm.

E manawanui ana tatou - We care

Ka mahi tahi tatou - We work together

Ka whai tatou i te tika - We do the right thing

He kura te tangata - We are all valued