Front Office All Rounder

Accor Apartments & Realty; Sydney; On-site; AUD 45,000 - 58,000; Full time

Benefits offered by this job

Valet parking

Flexible shifts

Job summary

Accor Apartments & Realty is seeking a Front Office All Rounder to welcome guests, manage reservations, and assist with upgrades to enhance stays. You will be the first point of contact for inquiries, cancellations, and room allocations, ensuring smooth check-ins and delightful experiences.

Based in Sydney, this on-site role requires customer service excellence, familiarity with reservation systems, and a flexible shift pattern including evenings, weekends, and holidays.

Qualifications

• Experience in hospitality or guest-facing roles preferred.
• Proficient in handling inquiries, reservations, and modifications.
• Capable of upselling room upgrades and amenities.

Responsibilities

• Manage reservations via phone, email, and online channels with accurate information on availability and rates.
• Serve as the first point of contact for inquiries, changes, and cancellations.
• Allocate rooms based on guest preferences and business needs; ensure smooth check-ins/check-outs.

Skills

Customer service

Communication

Hospitality experience

Reservation systems

Problem solving

Team player

Flexible schedule

Driver's licence

Tools

Property management system

Job description

Purpose

As a Front Office All Rounder, you play a crucial role in assisting our hotel guests from their initial inquiry to check out. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. You bring a touch of excitement by suggesting enticing upgrades and are at the forefront delivering exceptional hospitality and ensuring our guests have a memorable stay.

Primary Responsibilities

• Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
• Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay
• Safely and securely handle payment transactions, verifying billing details for accuracy
• Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
• Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs
• Facilitate the resolution of guest complaints, transforming challenges into opportunities

Skills and Experience

• Customer service-oriented with exceptional communication skills
• Previous experience in a similar role in the hospitality industry is preferred
• Proficiency in using reservation and property management systems is a plus
• Problem-solving skills and the ability to remain calm under pressure
• Team player with a positive attitude and willingness to go the extra mile
• Capable of embracing a flexible rotating schedule that may include evenings, overnights, weekends, and public holidays
• Full Driver’s Licence (Automatic & Manual) is mandatory. This role includes valet parking, so confidence and care in handling various vehicle types is essential.