ADDITIONAL INFORMATION

Job Number25083492
Job CategoryRooms & Guest Services Operations
LocationThe Westin Brisbane, 111 Mary Street, Brisbane, Queensland, Australia, 4000
SchedulePart Time
Located Remotely?N
Position Type Non-Management

ROLE OVERVIEW:

As the Guest Services Agent, you will be a dynamic team member who is responsible for delivering a seamless experience for guests by performing a variety of front desk and guest service duties. Our Guest Services Agent takes the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Services Agent makes transactions feel part of the experience.

KEY RESPONSIBILITIES

• You will anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• You will maintain customer loyalty through the innovative resolution of issues, with strong attention to ensuring a positive guest experience.
• Perform day-to-day operations of the Front Office, including handling check-ins and check-outs, managing reservations, addressing guest inquiries, and resolving any service-related concerns promptly.
• May process food & beverage orders and answer questions on menu selection
• Provide a friendly, genuine service with each guest experience
• Be an expert on the hotel and the surrounding area, have a sense of the local to exceed traveler expectations
• Manage all aspects of the front office department, tending to the guests and exceeding their expectations.
• Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties
• Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings
• Drive loyalty through our loyalty programs and guest experiences