About the role

The Hotel Receptionist gives every hotel guest and resident a warm, efficient and personal experience from arrival to departure. The role is the first point of contact at the front desk, handling arrivals, departures, reservations, billing and guest requests.

Key responsibilities

• Check guests in and out promptly and accurately in Mews, confirming identification, payment and stay details.

• Take and amend reservations by phone, email and walk-in, and sell the right suite at the right rate.

• Offer upgrades, late check-outs, and the hotel's restaurant and spa to lift revenue and the guest's stay.

• Allocate rooms with housekeeping so suites are ready for arrival and special requests are met.

• Greet every guest and resident by name where possible and anticipate what they need.

• Act as a local guide for dining, transport, events and the Karangahape Road and Ponsonby neighbourhoods.

• Answer calls, emails and messages within the hotel's response standards.

• Record guest preferences and feedback in Mews so returning guests are recognised.

• Resolve complaints on the spot where possible, log them, and follow up before the guest leaves.

• Post charges correctly, process payments and refunds, and balance the float and shift takings.

About you

• At least six months of front office or guest service experience in a hotel or serviced apartment property.

• Confident using a property management system. Mews experience is an advantage and training is provided.

• Clear, friendly spoken and written English.

• Calm under pressure, with good judgement when working alone.

• Accurate with cash, payments and detail.

• Able to work a rotating roster, including evenings, weekends and public holidays.

• Legally entitled to work in New Zealand.

• Current first aid certificate (preferred).

• Fire warden training (preferred).

• A second language (preferred).