Guest Service Agent/Duty Manager

at  Mercure

Company Description
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Job Description

MINIMUM 30 HOURS PER WEEK GUARANTEED

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. We are growing our diverse team and are looking for a Guest Service Agent/Duty Manager to join our front office team.
Reporting to the Front Office and Reservations Manager the Guest Service Agent/Duty Manager will ensure that the highest level of customer satisfaction and service is offered to our guest, whilst assisting in the management of the day-to-day operation of the Front Office, phones, portering and night audit functions. You will ensure that service standards are maintained in these areas, profitability maximised and guest needs met. You will also be required to support the management of the department in the absence of the front office manager and lead the department as needed. Responding to guest requests for assistance and information in a timely and efficient manner and being confident in your ability to sell and inform guests about local activities and popular tourist attractions, also forms part of the key responsibilities of the role.

Key responsibilities include:

• Provide efficient, friendly and professional service to all guests.
• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Cover Duty Manager shifts as required, including weekends and public holidays, as well as the occasional night manager shift.
• Excellent leadership skills, confident to train new team members. effectively in department and hotel operations.
• Driving our hotel van to drop off and pick up guests around Queenstown.
• Lead by example guiding the team through active use of Accor values and code of conduct.
• Actively supervise the sale and supply of alcohol in line with current legislation.
• Deputies in the absence of the Front Office Manager.

QUALIFICATIONS

• You are a role model for your team, have excellent communication skills and the cultural awareness to manage a diverse workforce.
• You are a team player who is not afraid to jump into the hotel operations and assist others when needed.
• You have a keen eye for detail and are diplomatic when you are in problem solving mode and seek for win-win outcomes.
• You are a well-organised person who can manage several tasks or projects simultaneously.
• You are curious and innovative when seeking new ways to complete your daily tasks. .
• Knowledge and experience with Opera/Opera Cloud or a similar guest reservations system is essential.
• You have your LCQ qualification and/or the ability to get one as well as a managers certificate.
• Full NZ driver license (minimum 2 years) is essential.
• Available to work on a 7 day per week rotating roster, including weekends and Public Holidays.
  Additional Information

• Provide efficient, friendly and professional service to all guests.
• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Cover Duty Manager shifts as required, including weekends and public holidays, as well as the occasional night manager shift.
• Excellent leadership skills, confident to train new team members. effectively in department and hotel operations.
• Driving our hotel van to drop off and pick up guests around Queenstown.
• Lead by example guiding the team through active use of Accor values and code of conduct.
• Actively supervise the sale and supply of alcohol in line with current legislation.
• Deputies in the absence of the Front Office Manager