Guest Services Agent

"Ziptrek Ecotours is an adventure tourism activity that engages the young and young at heart through a unique and fun experience in Queenstown.

Delivering an eco-adventure that combines a personal guided zip line journey offering sustainable education in a receptive and engaging environment creating lasting memories

Department : Guest Services

Location : Queenstown

Reports to : GS Supervisor / Guest Service Manager

Classification : Seasonal

Position summary

The basic function of the Guest Service Agent is to provide an exceptionally high level of customer service by focusing on each customer's needs, proactively anticipating areas of concern and facilitating the smooth coordination of daily tour operations.

Positions Available

Immediate start in November

• (flexible start date)- April

Position Requirements

Legal entitlement to work in New Zealand for the period stated

Qualifications and experience

Previous experience in the travel and tourism industry is an asset

Exemplary organisational and time-management skills

Minimum of intermediate computer skills – proficient in Microsoft Office Suite, Open Office and other systems

Thrive in a fast paced, results driven environment

Ability to communicate clearly and concisely in both written and verbal form

Positive attitude and ability to work productively and effectively with other staff

Attention to detail and accuracy

Ability to work with minimal supervision

Keen to continue learning and pursue personal growth

Key responsibilities

Authorities

Adhere to Ziptrek cancellation policy and follow through

Refuse permission of a guest on tour for reasons involving safety, eligibility criteria or customer experience

Advise guests of cancellation policy in booking process

Guest Services

Greet customers and handle all inquiries (phone, in-person, email) promptly and enthusiastically in a pleasant and professional manner

Make efficient and accurate tour bookings with proficiency in the reservations software and consideration of tour timing and available staff

Take ownership of the customer requirements and address areas of concern before they become a problem

Liaise with customers, operations, sales and marketing and management making sure that all inquiries are promptly routed to the appropriate person / people

Establish and maintain effective working relationships with co-workers, supervisors, customers and tour operators

Ensure that all required customer documentation is filled out accurately and in its entirety and is handled appropriately in the filing system

Have a thorough knowledge of all aspects of the job, company policies, procedures and operations

Manage all aspects of cash handling, including opening and cash out procedures with 100% accuracy

Accurately process payment for all bookings including cash when requiredMay be asked to perform other duties as required

N.B. Ziptrek Ecotours participates in active drug and alcohol testing in order to maintain a safe workplace and in accordance with the Health and Safety in Employment Act

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