Guest Services Agent | Taupō, New Zealand

About the Role

Huka Lodge is seeking a Guest Services Agent to help deliver warm, personalised experiences for guests visiting this century old lodge on the banks of the Waikato River.

In this role, you will be a key point of contact for guests throughout their stay, coordinating arrivals, departures, and requests while ensuring every interaction reflects the standards of a world class lodge. You will work closely with the reservations, housekeeping, and food and beverage teams to create a seamless guest journey from booking through to departure.

Key responsibilities include:

• Welcoming guests and managing check in and check out processes
• Coordinating guest requests, itineraries, and special occasions
• Liaising with reservations, housekeeping, and F&B teams to ensure smooth service
• Handling guest enquiries in person, by phone, and by email
• Maintaining accurate guest records and preferences
• Assisting with transfers, activity bookings, and local recommendations
• Supporting the wider team during peak periods and events
• Upholding presentation standards across guest facing areas

About You

You are a passionate and experienced hospitality professional who enjoys creating memorable guest experiences.

You will ideally have:

• Experience in a guest services or front office role, ideally within luxury accommodation
• Excellent communication and interpersonal skills
• A genuine passion for guest service and attention to detail
• Strong organisational skills and the ability to multitask
• Comfort with property management systems (e.g. RMS, Opera)
• Flexibility to work a rotating roster, including weekends
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