Guest Service Agent / Duty Manager

Guest Service Agent / Duty ManagerAt Mercure Queenstown Resort, we're 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.Key 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 organisational skills.Reliable, professional, and committed to maintaining high hotel standards.This is a full-time position with a guaranteed minimum of 30 hours per week. Applicants must hold full New Zealand working rights. This role is Full-Time (Guaranteed 30 hours per week), must hold full NZ working rights.