Front Office Roles - Guest Service Agent & Concierge

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Front Office Roles - Guest Service Agent & Concierge

ACCOR

Company Description

Novotel Queenstown Lakeside is located on the shores of Lake Wakatipu, a 4 star property with 273 rooms, meeting facilities and a stunning view from our Elements Restaurant. Conveniently placed in prime location in Queenstown, making it one of the most iconic tourist destination Hotels in the World! We are seeking enthusiastic and service-driven hospitality professionals to join our Front Office team starting October 2025.

Job Description

Guest Service Agent

As a Guest Service Agent, you will be the welcoming face of the hotel, ensuring every guest enjoys a smooth and memorable stay from check-in to check-out.

Key Responsibilities:

• Greet and assist guests with warmth and professionalism.
• Handle reservations, check-ins, check-outs, and payments accurately.
• Provide concierge-style assistance, including activity bookings and directions.
• Maintain accurate guest records and ensure brand service standards are met.
• Promote hotel facilities and upsell where possible.

• Previous customer service or hotel reception experience preferred.
• Friendly, professional, and guest-focused attitude.
• Strong organisational and communication skills.
• Competence with hotel reservation systems is an advantage. E.g. Opera Cloud
• Full Drivers licenses will be advantageous but not necessary.
• Flexibility to work varied shifts, including weekends and public holidays.
• Applicants must hold a valid visa to work in New Zealand. These are not sponsored roles.

• Welcome guests warmly and assist with luggage, valet parking, and hotel entry.
• Provide professional, efficient customer service and support guest needs throughout their stay.
• Handle guest activity bookings, reservations, and messages promptly and accurately.
• Actively promote hotel facilities, activities, and special promotions.
• Maintain cleanliness in front-of-house areas and follow health & safety standards.
• Support the team with daily operations, handovers, and smooth communication.

• A friendly, professional, and guest-focused attitude.
• Strong communication skills with confidence to interact with guests from diverse backgrounds.
• Reliability, attention to detail, and the ability to work in a team.
• Flexibility to work on a rotating roster, including weekends and public holidays.
• Previous customer service or hospitality experience is an advantage, but full training will be provided.
• Full driver's license required for valet parking responsibilities.
• Applicants must hold a valid visa to work in New Zealand. These are not sponsored roles.

• Staff meals provided while on shift
• Uniforms, washed and laundered daily.
• Staff Accommodation available
• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Work Your Way - Flexibility to ensure a work life balance!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Accor's refer-a-friend bonus
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program
• Place of employment Novotel Queenstown Lakeside
• Flexible hours, minimum of 30 hours per week.
• Overtime rates apply after 40 hours worked.
• Please include a cover letter for the role applied.