Guest Service Agent

About Sudima Auckland City

Sudima Auckland City is a modern, purpose-built hotel located in the heart of Auckland’s CBD, offering guests a stylish and comfortable stay just moments from the city’s key attractions, dining, and business hubs.

With contemporary rooms, warm hospitality, and a strong focus on personalised service, Sudima Auckland City delivers memorable guest experiences for both business and leisure travellers. Our passionate team takes pride in creating a welcoming environment where every guest feels valued.

About The Role | Te mahi

We’re looking for friendly, motivated Guest Service Agents to join our Front Office team. This is a guest-facing role where you’ll be the first point of contact, managing check-ins and check-outs while creating memorable experiences every day. If you love delivering great service, enjoy working as part of a team, and take pride in the details, this is a fantastic opportunity to grow your career in hospitality.

Responsibilities | Ngā Haepapa

• Deliver a smooth and welcoming reception experience, including guest check-ins and check-outs
• Keep the Duty Manager informed of guest feedback and any operational issues
• Provide consistently high levels of customer service
• Complete required training to support your role and development
• Maintain strong knowledge of room types, rates, packages, and hotel services
• Maximise room occupancy by upselling rooms, promotions, and hotel facilities (including restaurant and bar)
• Process payments accurately, following hotel credit and cash handling procedures
• Follow all hotel policies, including security, fire, and health & safety requirements
• Use front office systems and equipment in line with company procedures
• Uphold company service standards at all times
• Support other departments when needed
• Assist with guest porterage and valet requests as required

About You | Ko Koe Tēnei

• Flexible to work rostered shifts, including weekends and public holidays
• Holds a full New Zealand driver licence (essential)
• Previous experience in a customer-focused role
• Positive attitude with strong communication skills
• Committed to delivering excellent guest service
• Well presented with high grooming standards
• Calm, organised, and detail-oriented, even in busy environments
• Able to multitask while maintaining a friendly, professional approach with guests
• Professional manner with a genuine passion for hospitality
• Comfortable working independently and as part of a team
• NZQF Level 2 or 3 (ANZSCO Skill Level 4), or at least one year of relevant experience in place of formal qualifications

He kura te tangata | We are all valued

As an employer of choice, we offer great employee benefits like life cover, outstanding health and wellbeing programs, 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
• Long service and anniversary gifts and benefits
• Staff, family and friends rates within our network of hotels
• Paid training and individual Employee Development Plans
• Life insurance cover after successful probation period

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 [email protected]. 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