Smart, soulful and contemporary, The Hotel Britomart welcomes guests to the best of downtown waterfront Auckland.
New Zealand's first 5 Green Star hotel has 104 beautiful timber-lined, cocoon-like rooms and luxurious suites with New Zealand art, custom features and bespoke amenities.
Downstairs, in the beautiful surrounds of the heritage buildings is kingi, a restaurant that also celebrates sustainability and provides exceptional cuisine and hospitality for the public and guests of The Hotel Britomart.We are seeking capable and experienced professionals to join The Hotel Britomart in the position of a Guest Services Agent.
We're looking for a passionate individual to join the team.
You will thrive on immersing yourself in the brand and hotel operation and be proud to be part of The Hotel Britomart team.
Reporting to the Front Office Manager, you will be responsible for delivering exemplary customer service by embracing our brand behaviours and service philosophies, striving to exceed expectations and ensure each customer experience is memorable.
Be an excellent communicator with a strong ability to develop cooperative working relationships with diverse client groups.To be successful in this role you will have:Experience in a high paced customer focused role.Similar hospitality industry experience.Flexibility - you are required to be available for rotating shifts, including weekends and public holidays.Strong communication skills!
You will be building working relationships with people across the hotel team and interacting with guests.Eye for detail coupled with a strong ability to proactively identify, prioritize and manage multiple tasks, and successfully accomplish objectives in a busy and challenging workplace.Demonstrated ability to work independently and as part of a team.Driving license advantageous.Valid New Zealand working right essential.Duties and Responsibilities include:Ensure the smooth running of the daily check-in/check-out process for the hotel by obtaining guest's information, accurate method of payment and updating their profiles.Perform valet parking duties if able.Be familiar with all room types, rates and services provided by the hotel, and be confident to present these.Assist guests with special requests, general information, transportation, event tickets, restaurant, airline reservations and any other reasonable requests as they arise.Maintain up to date knowledge of all key events and what is happening in the city, as well as key information to assist guests e.g.
bus/train options and timetables.Answer cheerfully, promptly, and professionally all incoming telephone calls and in-house guest requests to ensure their accurate distribution to all hotel guests, visitors, and team members.Process guest mail, messages, and deliveries in an accurate and timely fashion.Resolve guest complaints in a timely and professional manner, referring them to a supervisor if necessary.Maintain effective communication at end of shift to ensure a smooth transition for the next shift with the use of our handover tool.Complete shift checklists including minibar late charges, amenities and credit card balancing among other tasks.Perform pre-arrival calls 2 days prior to arrival to obtain reason for stay, ETA, transportation, method of payment, upsell services or facilities and obtain information to be able to provide opportunities to delight!Take ownership of tasks undertaken to a point of completion, ensuring consistent guest and colleague satisfaction.Handle all reservation requests in an efficient and friendly manner (for groups, unusual or difficult requests, involve the Hotel/Reservations Manager/Coordinator where applicable).
Complete reservations in Protel.Ensure the orderly and clutter-free appearance of the front desk and assist in maintaining the immaculate physical appearance of the hotel lobby and that stock levels are adequate.Maintain clear and concise communications with all departments and management regarding special requests, guest requirements, and general hotel events.Assist other departments on busy days and complete any other duties as requested by the department Supervisor or Manager to meet business demands.Actively contribute to the department's key performance indicators: TripAdvisor, Net Promoter Score, RevMax.Where possible cross-train in night audit duties.Ensure guest and team member security and privacy are always maintained.Ensure the company code of conduct and team handbook are adhered to.Understand relevant departmental policies and procedures and abide by these team member guidelines at all times.Adhere to The Hotel Britomart's credit and account policies and procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and all charges are correct and posted prior to checkout.Audit the daily activity of all front office operations, to ensure all activities are performed accurately and completed in accordance with established policies & procedures.Have a full understanding of emergency procedures.Ensure a safe work environment is maintained through preventative action including using appropriate protection equipment, correct storage and maintenance of chemicals, correct use and maintenance of equipment and machinery, prompt cleaning and removal of spillages and obstructions, and ensuring the correct manual handling techniques are used.Understand The Hotel Britomart Work Health and Safety policies and procedures and abide by them at all times.Report hazards, near misses and accidents at the workplace immediately.The Hotel Britomart Team Benefits:Free celebratory night including breakfast stay after 6 months.Accommodation and food and beverage discount for Team Members.Team Member accommodation discount internationally via TFE Hotels.Friends and family rates at The Hotel Britomart and Internationally via TFE Hotels.Boost Benefits (Retail & Hospitality discounts).Reward and recognition program.Career development pathway.Team meal provided per shift.Uniform and dry-cleaning of uniform.To lodge your interest in this fabulous opportunity we welcome applications from driven, passionate, experienced candidates.
#J-18808-Ljbffr