Job Description

Company Description

Why Work for Accor?

At Accor, we are so much more than a global hospitality leader. We welcome you as you are and offer opportunities across a diverse range of brands, helping you find a role that matches your personality, passions, and career goals.

We are committed to your growth, supporting you to learn, develop, and thrive every day. We believe work should bring purpose to your life, empowering you to explore new possibilities and build a career without limits.

Every chapter of your journey is yours to write, and together we can shape the future of hospitality.

Discover the opportunities waiting for you at Accor:

https://careers.accor.com/

Do what you love. Care for the world. Dare to challenge the status quo. #BELIMITLESS

Job Description

Join our team at Mercure Hotel Queenstown as a Guest Service Agent! You will deliver exceptional customer service by welcoming guests, managing reservations, handling check-ins and check-outs, and coordinating luggage, valet, and local activity bookings. We are looking for a customer-focused professional with strong communication skills, attention to detail, and a commitment to maintaining safety and brand standards. Deliver a seamless, efficient, and friendly experience for all guests during registration, their stay, and check-out.

• Receive and process guest reservations accurately while strictly following hotel operating policies and procedures.
• Welcome guests warmly to the hotel complex, ensuring the highest level of customer satisfaction and service at all times.
• Handle, transfer, and store guest luggage and property safely and professionally.
• Respond promptly to guest requests for assistance, directions, internet support, and general hotel information.
• Book local activities, handle guest bookings, and manage valet parking services.
• Maintain control of guest and hotel accounts, ensuring charges are accurate and posted on a timely basis.
• Execute strict security procedures for credit and cash transactions, accounting processes, room key issuance, and guest confidentiality.
• Ensure absolute accuracy for reservations, including deposit info, billing/credit details, VIP special requests, room rates, and guest info.
• Promote hotel facilities actively, utilize deep product knowledge to maximize sales, and drive the Accor Live Limitless (ALL) loyalty program.
• Perform front-of-house cleaning of the lobby and general guest areas, alongside conducting security walks as required.
• Comply fully with Occupational Health and Safety (OH&S) policies, safe manual handling, hazardous chemical usage, and emergency evacuation procedures.

Qualifications

• Proven ability to provide efficient, friendly, and professional customer service while striving for total customer satisfaction.
• Exceptional communication skills with the capability to interact positively and transparently with colleagues and customers from diverse cultural groups.
• Strong administrative skills with high attention to detail for handling financial accounts, cash/credit transactions, and reservation accuracy.
• Physical capability and willingness to perform manual handling tasks, luggage assistance, cleaning, and security walks safely.
• Commitment to adhering strictly to property grooming standards, performance codes, conduct rules, and confidentiality policies.
• Readiness to participate actively in scheduled training programs, departmental meetings, and workplace consultation on health and safety.

Additional Information

Benefits of working at Mercure Queenstown Resort

Situated on a unique vantage point with breath taking views over Lake Wakatipu and the Remarkables Mountain range, Mercure Queenstown Resort offers 148 guests rooms, two restaurants, a lounge bar and conference facilities.  

• Work Your Way - Speak with us about your desired work life balance and make it a reality!
• Free use and access of our gym, saunas, hot tubs and swimming pool.
• Free meals provided while on shift.
• Accommodation discounts & Free Anniversary Stay.
• Employee Assistance Program.
• Fantastic career growth opportunities.
• Ability to make a difference through our Corporate Social Responsibility activities.
• Employee benefit card offering discounted rates with Accor worldwide.

Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.