Guest Service Agent

Permanent full-time | The Hotel Britomart | Auckland CBD

Create memorable guest experiences at one of Auckland’s most distinctive hotels.

The Hotel Britomart is looking for a warm, polished and naturally engaging Guest Services Agent to join our Front Office team on a permanent full-time basis. 

This is more than a front desk role. You’ll help create memorable stays through genuine connections, thoughtful service and those small details that turn a great hotel experience into an exceptional one.

About the role

From the moment our guests arrive, you’ll play an important part in their experience. Your responsibilities will include:

• Welcoming guests and completing seamless check-ins and check-outs
• Anticipating guest needs and finding opportunities to delight
• Sharing your knowledge of the hotel, Britomart neighbourhood and Auckland
• Assisting with restaurant bookings, transport, events and general guest requests
• Managing reservations, guest accounts, payments and enquiries accurately
• Responding professionally to guest feedback and resolving concerns
• Working closely with Concierge, Reservations, Housekeeping, Maintenance and other hotel teams
• Helping maintain the immaculate presentation and premium service standards expected at The Hotel Britomart.

About you

We’re looking for someone who genuinely enjoys looking after people.You’ll ideally bring:

• Previous experience in a Guest Services Agent role within a similar hotel environment
• Experience in a fast-paced, guest or customer-focused role
• A warm, confident and professional communication style
• Strong attention to detail and excellent organisational skills
• The ability to remain calm and solutions-focused when things get busy
• A genuine interest in Auckland and enthusiasm for sharing local recommendations
• Flexibility to work across a hotel roster, including night duties where required.

A hospitality qualification and driver’s licence are desirable, but not essential.

How we deliver service

Our team is guided by four brand behaviours:

• Bring Your Best Self
• Share Our Neighbourhood
• Think to Care, Care to Think
• Show You Know

And by service philosophies that encourage our team to Remember People, Find Opportunities to Delight, Share the Gift of Storytelling and Celebrate Aotearoa.

If this sounds like the way you naturally care for people, we’d love to hear from you.

Ready to join us?

Apply now and tell us why you’d love to be part of The Hotel Britomart team.