Reservation Agent/GSA

Purpose
As a Reservation Agent/ Guest Service Agent, you play a crucial role in assisting our hotel guests from their initial inquiry to check out. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. You bring a touch of excitement by suggesting enticing upgrades and are at the forefront delivering exceptional hospitality and ensuring our guests have a memorable stay.

Location: Peppers Bluewater, State Highway 8, Lake Tekapo 7945, New Zealand
Contract Type: Permanent Full-Time
Hours: Minimum 30, Maximum 48 hours
Pay Rate: $26 - $27 NZD per hour
Minimum Experience/Qualifications: Level 3 certificate, OR minimum 1 years' relevant experience

Primary Responsibilities

Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay
Safely and securely handle payment transactions, verifying billing details for accuracy
Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs
Facilitate the resolution of guest complaints, transforming challenges into opportunities


Skills and Experience

Customer service-oriented with exceptional communication skills
Previous experience in a similar role in the hospitality industry is preferred
Proficiency in using reservation and property management systems is a plus
Problem-solving skills and the ability to remain calm under pressure
Team player with a positive attitude and willingness to go the extra mile
Capable of embracing a flexible rotating schedule that may include evenings, overnights, weekends, and public holidays