Guest Service Agent

About The Role - Te mahi

We are a leading hospitality group with a busy hotel in Rotorua. With bookings climbing and our Hotel getting busier, it is time to find talented Guest Service Agents for our 227 room Sudima Lake Rotorua Hotel.

We are looking for individuals who are passionate about hospitality and have experience in customer-facing roles. Full training will be provided.

Whether you are a seasoned professional or new to the Hospitality industry, we are keen to interview you. We are looking for a good understanding of customer service and a willingness to learn.

Weekend and evening availability is required.

This fixed term role (minimum 30 hours per week) is based at Sudima Lake Rotorua and the hourly rate is $26 per hour.

Responsibilities | Ngā

• Smooth and accurate check in and out process.
• Ensuring our guests are provided with exceptional 4 star service - a WOW factor where the personal touch makes us stand out.
• Answer phone calls and ensure guest requests are actioned and followed up with relevant departments.
• Attend ongoing training.
• Communicate professionally with other hotel departments.
• Maintaining the reception area.
• Advising on and arranging reservations and accommodation.
• Ensure Health and Safety standards are being met and reported as per policy.

• Confident, well motivated, enthusiastic and determined.
• Ability to multi-task, show flexibility and meet deadlines, calmly working under pressure.
• Strong communication skills – both written and verbal.
• Takes pride in work and has exceptional attention to detail.
• Excellent time management abilities.
• Have a thorough knowledge of the area including local amenities.
• Flexibility to work outside normal hours as required. (which may include early morning starts, late finishes, weekends and public holidays).
• Can work on a rotating roster.
• NZQF Level 2 or 3 qualification (ANZSCO Skill Level 4)
• OR least one year of relevant experience may substitute for the formal qualifications listed above.

He kura te tangata - We are all valued

As an employer of choice, we offer great employee benefits like life insurance, outstanding health and wellbeing programmes and discounts on hotels, restaurants, bars and spas across our network - not just for you, but in some cases your friends and family too!

• Wellbeing programme including Health insurance discounts
• Excellent reward & recognition events
• Free onsite car parking
• Long service and anniversary gifts and benefits
• Staff, family and friends rates within our network of hotels
• Paid training and individual Employee Development Plans
• Training towards NZQA qualifications and our very own online digital learning platform
• Free life cover, Digital Will & Best Doctors teleservice*

Who We Are - Ko Wai Mātou

Here at Sudima Hotels, we have one passion, you! We care, we do the right thing and we work together. As a Sudima team member, you will demonstrate these values with your day-to-day actions, however great or small.

We believe 'We Are all Valued - He Kura te Tangata', and our success is a direct reflection of our people and our company culture. We live and breathe Manaakitanga, hospitality is at the heart of all that we do. As HRD's Five Star Employer of Choice Award in 2019, 2022, and in 2024, our people love coming to work every day and we think you will too!

Hind Management, the management company behind Sudima Hotels, builds, operates, and manages our award-winning hotels, restaurants, bars, and spa businesses. As industry leaders in social and environmental responsibility, they operate on a sustainable business model that takes the well-being of our people and planet seriously.

Above all, we’re looking for positive people. Working with us not only means getting unlimited opportunities to develop yourself and your career but being part of a community and company culture that’s passionate about putting people first.

Nau mai, haere mai, tauti mai!

Hind Management is committed to accessibility.  Should you require assistance or support and are unable to apply online due to an access need, contact our office (+64) 99051727 or email our Talent Acquisition Team at careers@hindmanagement.com. We will aim to respond within 48 hours Monday to Friday 9am - 5pm. 

At Hind Management, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of diverse backgrounds, including disabled and neurodivergent candidates. Our hiring process is fully accessible and designed to ensure equity for everyone. Please let us know how we can support you in presenting your best self.

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