Guest Service Agent

About the Role

At Hind Management, we believe a memorable stay starts with a heartfelt welcome and every guest interaction is an opportunity to leave a positive impression. As a Guest Service Agent, you will be central to the guest experience, ensuring smooth arrivals, enjoyable stays, and warm farewells. Beyond handling check-ins and check-outs, you will deliver authentic hospitality and manaakitanga, making each guest feel appreciated, comfortable, and truly at home.

This part-time position, based at Sudima Auckland City, requires a minimum commitment of 10 hours per week.

Key Responsibilities

• Provide a warm reception by facilitating seamless and memorable check-in and check-out processes that make guests feel personally recognized from their arrival.
• Proactively suggest room upgrades, dining options, and hotel amenities, tailoring recommendations to enhance each guest's unique experience.
• Foster meaningful connections by embodying manaakitanga, promptly addressing guest inquiries, resolving concerns compassionately, and keeping the Duty Manager updated on guest feedback and daily operations.
• Act as a knowledgeable local guide by sharing insights about the hotel, restaurants, regional attractions, and experiences, helping guests maximize their visit in Aotearoa.
• Demonstrate expertise with Front Office systems by accurately managing reservations and payments, maintaining comprehensive knowledge of room types, rates, and packages, and adhering to hotel policies, security, and health & safety standards.
• Collaborate effectively with colleagues across departments, assist with porterage and valet services when needed, and embrace ongoing learning opportunities to develop your skills.

Candidate Requirements

• NZQF Level 2 or 3 qualification (ANZSCO Skill Level 4), or alternatively, a minimum of one year relevant experience in place of formal education.
• Previous experience in guest services, front office, or customer service roles is advantageous but not mandatory.
• A full New Zealand driver’s license is essential.
• Physically capable of meeting the role's demands, including standing for extended periods during shifts.
• Excellent communication skills with a strong enthusiasm for providing outstanding guest experiences.
• Ability to remain calm, organized, and multitask effectively in a busy atmosphere.
• Willingness to work rostered shifts, including weekends and public holidays.

Employee Benefits

• Access to wellbeing programs, including health insurance discounts.
• Participation in reward and recognition events.
• Long service and anniversary rewards and benefits.
• Discounted rates for staff, family, and friends across the hotel network.
• Paid training and personalized Employee Development Plans.
• Life insurance coverage after successful completion of the probation period.

Our Values and Culture

Sudima Hotels, operated by Hind Management, places people at the heart of everything. We foster a culture grounded in care, integrity, and teamwork. Recognized as an ‘Inclusive Workplace’ at the 2026 Diversity Awards, our environment celebrates diversity and inclusion. We welcome applicants from varied backgrounds, including disabled and neurodivergent individuals. Should you require assistance applying due to accessibility needs, support is available via phone or email.

Our key values are:

• 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