Guest Service Agent

at  Mt Buller

Business
Breathtaker Hotel and Spa
Venue
Breathtaker Hotel and Spa
Type
Hotel/Accommodation Operations
Employment Type
Casual
Season
Winter
Closing date
29/05/2024

As a Guest Service Agent, your primary role will be to welcome and efficiently check-in and check-out hotel guests. You are required to assist the Front Office Manager in performing the daily operations of the front office and reception to deliver an excellent guest experience. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Be the first point of contact for guests upon their arrival and explain all aspects of their stay at the hotel
• Ensure a smooth and efficient experience delivered to all guests at check-in, during their stay and at check-out
• Accurately and efficiently process hotel reservations, whilst complying with operational policies and procedures
• Respond to all incoming phone calls, emails and guest queries in a timely, professional and polite manner
• Assist in maximising hotel occupancy and revenue through effective utilisation of accommodation rates, promotional packages and upselling
• Adhere to strict security and privacy policies and procedures, in relation to clients’ financial and personal information
• Processing and reconciling EFTPOS, cash and online payments and end-of-shift handover according to procedure
• Maintain and process guest accounts, ensuring all charges are accurately posted in a timely manner
• Provide exceptional levels of guest service
• Liaise and assist housekeeping with checking of rooms prior to guest’s arrival
• Assist and effectively communicate with other departments wherever necessary and maintain good working relationships
• Comply with hotel security, fire regulations and health and safety legislatio

To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous experience in a similar role
• Basic administration and sales skills
• Excellent written and verbal communication skills
• Passion for delivering exceptional levels of guest service
• Ability to problem solve and work under pressure
• Flexibility to respond to a range of different work situations
• Ability to work independently and in a team
• Attention to detail
• Excellent grooming standard