Job Description

About Sudima Auckland Airport

Join our team at Sudima Auckland Airport and become the welcoming face of one of Auckland’s leading hotels. As a Guest Services Agent, you will play a key role in delivering exceptional guest experiences from arrival to departure, ensuring every interaction reflects our commitment to genuine hospitality and outstanding service.

This dynamic role involves managing guest check-ins and check-outs, responding to enquiries, handling reservations, processing payments, and providing local knowledge and recommendations. Working closely with all hotel departments, you will help create memorable stays while maintaining high service standards and operational efficiency.

About The Role | Te mahi

We are looking for an enthusiastic, professional, and customer-focused individual who thrives in a fast-paced environment. Strong communication skills, attention to detail, and a passion for delivering exceptional guest experiences are essential. Previous customer service or hospitality experience is advantageous, but a positive attitude and willingness to learn are equally important.

Weekend and public holiday availability is required.

This full-time permanent role (minimum 30 hours per week) is based at Sudima Auckland Airport and the hourly rate is $27 per hour.

Responsibilities | Ngā Haepapa

• Welcomes guests and checks them in upon arrival
• Provides information to guests about hotel facilities, services, and local attractions
• Handles guest enquiries and resolves any issues or complaints
• Takes and processes guest reservations and cancelations
• Coordinates with housekeeping and maintenance staff to ensure guest rooms are clean and in good condition
• Maintains guest records and updates information in the establishments booking system
• Maintain strong knowledge of room types, rates, packages, and hotel services
• Maximise room occupancy by upselling rooms, promotions, and hotel facilities (including restaurant and bar)
• Follow all hotel policies, including security, fire, and health & safety requirements
• Use front office systems and equipment in line with company procedures
• Uphold company service standards at all times
• Support other departments when needed
• Assist with guest porterage and valet requests as required
• Assist with preparing and delivering of overnight room service orders

Requirements

About You | Ko Koe Tēnei

• Must be flexible to work rostered shifts, including weekends and public holidays
• Holds a full New Zealand driver licence (essential)
• Previous experience in a customer-focused role
• Positive attitude with strong communication skills
• Committed to delivering excellent guest service
• Well presented with high grooming standards
• Calm, organised, and detail-oriented, even in busy environments
• Able to multitask while maintaining a friendly, professional approach with guests
• Professional manner with a genuine passion for hospitality
• Comfortable working independently and as part of a team
• NZQF Level 2 or 3 (ANZSCO Skill Level 4), or at least one year of relevant experience in place of formal qualifications

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 Mātou

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. We live and breathe Manaakitanga, hospitality is at the heart of all that we do. As HRD's Five Star Employer of Choice Award in 2019, 2022, and in 2024, our people love coming to work every day and we think you will too!

Hind Management, the management company behind Sudima Hotels, builds, operates, and manages our award-winning hotels, restaurants, bars, and spa businesses. As industry leaders in social and environmental responsibility, they operate on a sustainable business model that takes the well-being of our people and planet seriously.

Above all, we’re looking for positive people. Working with us not only means getting unlimited opportunities to develop yourself and your career but being part of a community and company culture that’s passionate about putting people first.

Nau mai, haere mai, tauti mai!

Hind Management is committed to accessibility. 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 careers@hindmanagement.com We will aim to respond within 48 hours Monday to Friday 9am - 5pm.

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. Our hiring process is fully accessible and designed to ensure equity for everyone. Please let us know how we can support you in presenting your best self.

E manawanui ana tātou - We care

Ka mahi tahi tātou - We work together

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

He kura te tangata - We are all valued