Guest Services Agent

Job description

For those who dream bigger! At the Hermitage, Aoraki/Mount Cook, our guests stay with us because of the unique location, amazing views, excellent service, and the one-off experiences we provide. Our team members choose to work with us because of the extraordinary career opportunity it is to work in the national park whilst delivering memorable guest experiences. Our team see every aspect the of the hospitality industry, whilst gaining a unique experience that develops their career, and can be transferred when they are ready for the next exciting adventure. Our Front Office Manager is looking for Guest Service Attendants to start from September 2024 in our Front Office team. Whether you are multi-lingual, experienced in hospitality, or passionate about national parks, and unique outdoor experiences; we are keen to hear from you. Our Front Office team is focused on our guests experience before they arrive with us. Working closely with our Reservations, Activities, F&B, Housekeeping, and Kitchen teams our Guest Service Attendants are the voice and face of our guest experience providing a wide range of support and assistance pre and post arrival, through to departure to ensure our guests enjoy their stay. At the heart of our service, is our ability to build rapport with our guests and share knowledge and passion for the local surrounding area, and the experiences we offer. What you will be doing • Welcome guests and provide a warm, friendly greeting, and assist with luggage. • Provide accurate information about hotel/lodge facilities, services, and local attractions. • Respond promptly to guest inquiries and requests, offering solutions and support. • Report any maintenance or safety issues to the appropriate department. • Ensure guest satisfaction by anticipating needs and exceeding expectations. • Maintain a professional and courteous demeanor at all times. • Providing transport and portering through our village shuttle service. • Upselling services & activities available to maximize occupancy and revenue. • Maintaining high standards of our guest services and public areas around the reception. • Ensuring all health & safety, evacuation plans, winter and security procedures are followed in relation to safety & wellbeing, cash & key management, guest security and privacy. • Assist in emergency situations, following established protocols. • General guest service duties, including handling requests and complaints, deferring to the manager/ supervisor when necessary. • Collaborating and assisting other colleagues and departments where required What you will bring to the role • Diploma in hospitality or equivalent preferred • Previous experience within hospitality, customer facing role, front desk, or similar using EFTPOS and Reservations/POS systems. • You will be comfortable working and living in a remote location due to the unique location of Mt Cook. • A confident and safe driver, you hold a full clean NZ Driver’s license or international equivalent. • Flexibility and experience in working rotating shift patterns, including weekends and public holidays and Night. • A focus on guest experience with an attention to detail, attentive nature, and effective communication skills, both written and verbal. • Excellent communication, interpersonal, and problem-solving skills. • Ability to lift and carry heavy luggage. • Knowledge of local attractions and services. • You are confident, enthusiastic, able to handle pressure, and prioritize The benefits • Free access to all activities offered by the Hermitage Hotel after 8 weeks service • Generous discounts on food and beverage, available from your first day on the job. • Discounted hotel accommodation for Friends and Family after 8 weeks service • Live in Aoraki/Mt Cook National Park, with stunning surroundings and unparalleled views – a short and remarkable commute to work. • Opportunities to grow, develop and upskill, along with working in other departments to broaden your experience • Accommodation at reasonable rent including power, and Wi-Fi. At the Hermitage, Aoraki / Mount Cook Alpine Village, we offer more than just a place to work – we offer a career lifestyle experience. If you love the outdoors, stunning mountains, being connected to nature, and changing seasons that include crisp snow and blue skies, then this role could be a perfect match and we would love to hear from you. We are excited that you have read this far, and you're interested in working with us, but don't forget we are in a National Park, there are no shops, fast food outlets, or public transport, so if you can’t live without these, working for us will not be for you. Before you apply, read more about the location, climate, accommodation, working with us, and click on the Google Earth link to explore the village.