Set to become Marriott Rotorua in 2027, Arawa Park Hotel Rotorua offers a unique opportunity to be part of an exciting transformation. Ideally located near Rotorua's iconic attractions, the hotel offers a welcoming experience with spacious accommodation, exceptional service, and easy access to the region's renowned cultural and geothermal wonders.
We offer a welcoming and supportive environment where passionate hospitality professionals can grow, develop, and thrive. Your well-being is our top priority, along with providing you with endless career and growth opportunities, fantastic rewards and recognition, flexibility to suit your lifestyle and enjoy your birthday off!
The world is yours to explore, so join us today to start an adventure of a lifetime!
About the Role
Do you enjoy creating memorable guest experiences and being the friendly face that welcomes guests to a hotel? We are seeking an enthusiastic and customer-focused Guest Service Agent to join our Front Office team at Arawa Park Hotel Rotorua. This is a fantastic opportunity for someone who enjoys working with people, thrives in a fast-paced environment, and is passionate about delivering exceptional hospitality.
Reporting to the Front Office Manager, you will be responsible for welcoming guests, managing check-ins and check-outs, handling reservations, and providing outstanding customer service throughout the guest journey. You will work closely with Housekeeping, Food & Beverage, and other hotel departments to ensure a seamless guest experience.
Responsibilities include:
Welcome guests with warmth, professionalism, and genuine hospitality
Complete guest check-ins and check-outs efficiently and accurately
Manage reservations, amendments, cancellations, and guest payments
Respond promptly to guest enquiries, requests, and feedback
Maintain accurate guest information within the PMS system
Provide information on hotel facilities, services, and local attractions
Process cash handling and end-of-shift reconciliations
Answer telephone, email, and online enquiries professionally
Support front office administration and day-to-day hotel operations
Uphold company policies, health and safety requirements, and service standards
Skills & Requirements:
Previous experience in hospitality, customer service, reception, or a guest-facing role
A passion for delivering exceptional customer service
Excellent communication and interpersonal skills
Strong attention to detail and organisational abilities
Confidence in handling guest enquiries and resolving issues professionally
Good computer literacy; experience with hotel PMS systems is an advantage
The ability to multitask and remain calm under pressure
Flexibility to work a rotating roster, including weekends and public holidays
New Zealand Citizenship, permanent residency or a current valid work visa is essential!
What we offer at Arawa Park Hotel Rotorua:
Paid Birthday Off
Endless career and growth opportunities
Fantastic rewards and recognition initiatives
Free access to hundreds of online Hospitality courses
A variety of amazing corporate discounts
Sound like a good fit? We’d love to talk to you!
To apply now for this position, please click the ‘apply’ button and send us your CV and cover letter.