Novotel New Plymouth Taranaki is an 85-bedroom hotel, with a restaurant serving breakfast and dinner, a bar, and events, conference, and boardroom facilities.
We are looking for a motivated, outgoing, and experienced Front Office Superstar to join our friendly team as a Guest Service Agent.
The role involves actively participating in the day-to-day operations of Front Office and Reservations for a minimum of 30 hours per week.
As the first point of contact for our guests, you will need strong communication skills to deliver excellent guest service from check-in to check-out and at all points in between.
This hands-on role will require working AM and PM shifts on a 7-day week rotational roster.
As a team player, you should lead by example and have a visible presence at the front desk and in the lobby during key times throughout the day.
Our ideal candidate will be 'guest-centric', passionate, and performance-driven, prioritising the individual needs of our guests and personalising service to build genuine human connections.
This role reports directly to the Front Office Manager and requires previous experience in a similar role within a hotel environment.
Key Responsibilities: Ensure guests are provided with exceptional service.
Perform all necessary Reception tasks including checking guests in and out, cashiering, answering phone calls, attending to guest requests and complaints, etc.
Answer guest inquiries about services, facilities, and other information.
Perform all necessary reservation tasks and respond to email inquiries in the absence of the reservations supervisor.
Handle guest complaints efficiently & effectively.
Ensure that the Front Office Manager is kept fully aware of any relevant feedback from guests and/or other departments.
Demonstrate and maintain a high level of customer service.
Follow company brand standards.
Requirements and Skills: Previous experience working in a hotel front office environment (at least 1 year preferred).
Hospitality qualification preferred.
Knowledge and experience using relevant Accor systems (TARS, Hotel Link, Resaweb) will be beneficial.
Familiarity with the Accor Live Limitless Loyalty program would be an advantage.
Basic computer literacy.
Working knowledge of Opera Cloud (or another property management system) is essential.
Knowledge of a hotel reservations flow.
Knowledge of hotel front office systems and processes and the ability to learn new systems and procedures with ease.
Flexibility to work on a rotating roster, including mornings, days, evenings, weekends, public holidays (and the occasional night audit shift).
A positive, reliable, charismatic, and can-do attitude.
Genuine, outgoing, and friendly personality and manner.
Strong organisational and time management skills.
Service orientated and an eye for detail.
Good communication skills in English, with excellent reading, writing, and oral proficiency.
Professional appearance and grooming at all times.
We are seeking someone who will go the extra mile to provide memorable guest experiences with the ability to multitask, work under pressure, and think on their feet to resolve issues and when making decisions.
The wage rate for this role is between $26.52 and $27.82 (based on experience).
Benefits: Uniforms provided, washed and laundered.
Staff meals provided while on shift.
Incredible Accor ALL Heartist Benefits – including discounts on Food and Beverage and Accommodation Worldwide.
Refer a friend incentive.
Reward and recognition incentives and awards.
Paid Birthday Leave.
Paid Wellness Day.
Access to our Employee Assistance Program.
If this sounds like the perfect role for you, please click the 'APPLY' button to send through your confidential CV and a cover letter, outlining why you are the best applicant for the position.
You must have the right to live and work in New Zealand to be considered for this position (valid work visa, residency, or citizenship) - Sponsorship is not available for this role, your application will be disregarded should you require sponsorship.
Employer Questions: Which of the following statements best describes your right to work in New Zealand?
How many years' experience do you have as a Front Office Guest Services Attendant?
Do you have a current New Zealand driver's licence?
Are you available to work public holidays?
What hotel Property Management System Experience do you have?
Are you eligible to work in New Zealand (do you have a valid open work visa, residency or citizenship)?
Do you have any Accor experience (including Accor systems like TARS, Hotel Link, Resaweb) and knowledge of the Accor Live Limitless loyalty program?
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