Guest Service Agent

Job Description

THE ROLE

• Greet and welcome guests with a warm, professional demeanour, ensuring a smooth and efficient check-in and check-out process.   

• Operate the hotel’s Property Management System (PMS) to process reservations, cancellations, and modifications, and ensure accurate data entry and financial processing.   

• Address guest inquiries and requests in a timely and courteous manner, ensuring their needs are met or directing them to the appropriate departments.   

• Handle guest billing, payments, and account management, including processing cash, credit, and other payment types. Resolve any billing discrepancies and ensure accurate folio balances.   

• Ensure compliance with all front office standard operating procedures (SOPs) and hotel policies, maintaining consistency in service delivery, guest interactions and operational tasks to meet the hotel standards.    

THE REQUIREMENTS

• Previous experience in a luxury or lifestyle hotel environment is preferred, but not required.   

• Strong interpersonal and communication skills with a commitment to delivering excellent guest service.   

• Ability to multitask and work under pressure in a fast-paced environment.   

• Proficiency in Opera Cloud is advantageous.   

• High attention to detail and strong organisational skills.   

• Ability to work a variety of shifts including evenings, weekends and public holidays.   

Qualifications

Must have valid Australian Working Rights.