About the Role: Professionally answer incoming calls, providing information and assistance. Make outgoing calls for reservations, confirmations, or addressing inquiries. Manage the hotel's email account. Respond promptly to guest inquiries, reservation requests, and other relevant Utilize the hotel's reservation system to book rooms for guests. Confirm reservations and provide guests with necessary details. Listen to guest complaints patiently. Apologize for any inconveniences and find appropriate solutions. Report recurring issues to management for improvement. Regularly update room availability on the hotel's booking system. Monitor and manage reservations through third-party platforms. Process guest payments. Keep track of daily transactions and reconcile financial records. Ensure rooms are clean and well-maintained before guest check-in. Coordinate with housekeeping for any necessary preparations. Welcome guests upon arrival, complete check-in procedures. Facilitate smooth check-out processes, handling payments and issuing invoices. Provide information about hotel services, facilities, and local attractions. Attend to special requests and ensure guest satisfaction. Create and schedule posts on social media platforms to promote the hotel. Engage with followers and respond to comments or inquiries. Assist with general administrative tasks such as filing, data entry, etc. Collaborate with other departments as needed. Laising with other departments in the hotel and provide trainings to FO team where necessary Work hours rostered weekly, minimum 30h/w, maximum 50h/w About You: NZQA level 3 certificate or higher in hospitality/ business or a relavant field Preferrably 1 year experience in customer-facing and administrative positions Exceptional communication skills, a friendly demeanor, and a passion for assisting others Numerically sensitive Capable of handling pressure and multitasking effectively Availability seven days a week, from early morning to late night Enjoys tackling challenges Punctual, reliable, and in good health Preferred experience in social media management Highly preferred experience using Clarity, Staah, Resdiary, and Kitomba or other hospitality or statistical softwares Staff Benefits Free Parking on site Staff discount on accommodation, spa and restaurant Resort Location: 130 Marsden Road, Paihia, Bay of Islands 0200 Don't hesitate to contact if you have any questions or want to discuss further about the role!
