Position Title: Front Desk All-Rounder
Department: Rooms Division
Reports To: Front Office Supervisor
Location: Queenstown
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Company Profile:
Nestled in the heart of Queenstown, ROKI Collection embodies refined alpine charm, personalised service, and exceptional culinary artistry. Rooted in a deep respect for nature, ROKI celebrates New Zealand’s rich bounty through locally sourced produce, thoughtfully curated wine and beverage programmes, and dining experiences that awaken the senses. With intimate restaurant settings, a vibrant bar culture, and bespoke events, we craft moments that reflect the elegance, authenticity, and adventurous spirit of the region.
Our commitment to excellence, sustainability, and heartfelt hospitality defines every interaction—creating genuine connections and unforgettable experiences for every guest, every time.
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Job Purpose:
The Front Desk All-Rounder plays a pivotal role in delivering a seamless and welcoming guest experience from arrival to departure. As the first point of contact for our guests, this role ensures professional, courteous, and efficient service at all times. The position is vital to upholding our hotel’s reputation for warm, attentive service and operational excellence.
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Position Overview:
The Front Desk All-Rounder is responsible for managing the daily front desk operations, including check-in and check-out processes, concierge services, guest inquiries, and reservation assistance. This role requires excellent interpersonal skills, attention to detail, and the ability to thrive in a dynamic, guest-focused environment. The Attendant works closely with housekeeping, concierge, and the wider Rooms team to ensure a coordinated and polished guest experience.
Key Responsibilities:
Guest Experience
• Welcome guests with warmth and professionalism, ensuring smooth check-in and check-out procedures
• Provide information on hotel amenities, local attractions, and dining recommendations
• Handle guest feedback and concerns promptly, escalating where required to ensure guest satisfaction
Reservations & Communication
• Manage phone, email, and in-person enquiries regarding room availability, bookings, and services
• Process payments, issue invoices, and maintain accurate records in the Property Management System
• Support the Reservations team with overflow booking tasks as needed
Front Desk Operations
• Ensure the front desk area is tidy, stocked, and professionally presented at all times
• Follow all hotel procedures for security, lost property, and incident reporting
• Liaise with Housekeeping and Maintenance to ensure timely room readiness and guest requests
Team Support
• Assist other departments where necessary to meet guest needs
• Participate in team meetings, training, and continuous improvement initiatives
• Uphold brand standards and contribute to a positive team culture
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Required Skills & Experience:
• Previous experience in a front desk, concierge, or guest service role preferred (hospitality or tourism sector ideal)
• Competence in hotel booking systems and Microsoft Office Suite
• Strong communication and interpersonal skills, with the ability to handle challenging situations with grace
• Excellent time management and multitasking abilities
• Sound knowledge of Queenstown and the surrounding region is a plus
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Key Attributes:
• Friendly, professional, and guest-focused attitude
• Confident problem solver with a calm and composed manner
• Well-presented with a strong sense of personal responsibility
• Team player with a willingness to step in and support others as needed
• Flexible and adaptable to a rotating roster including evenings, weekends, and public holidays
Work Schedule & Conditions:
This is a permanent position based at 2 Brunswick Street, Queenstown. Shifts operate on a rotating roster including weekends, evenings, and public holidays. Uniform provided.
Salary: $58,000 – $65,000
