Front Office Receptionist | Guest Service Agent

RACV; Gold Coast City; On-site; AUD 48,000 - 56,000; Full time

Benefits offered by this job

Generous employee benefits & discounts

Laundered uniform

Complimentary parking onsite

Employee of the month awards

Job summary

RACV Royal Pines Resort on the Gold Coast seeks a Front Office Receptionist to be the friendly first contact for guests, handling check-ins, reservations, and enquiries with a warm, professional service. You will support the rooms division, align with RACV standards and contribute to memorable guest experiences.

Reporting to the Duty Manager, you will develop knowledge of resort services, promotions and policies, while collaborating with housekeeping and F&B to deliver seamless service and drive

Qualifications

• Previous experience in front office, reservations or customer service in a 4-5 star hotel/resort.
• Excellent communication and interpersonal skills with a professional phone manner.
• Proficient in MS Office; PMS Opera experience is desirable.

Responsibilities

• Assist guests to check in/out, confirm reservations and process changes.
• Maintain knowledge of resort services, rates, promotions and policies.
• Interact with guests by phone, email and online bookings to create reservations.
• Upsell and promote in-house services to generate revenue.
• Maintain accurate records and booking systems (PMS Opera, Micros, SevenRooms) and process payments.
• Collaborate with housekeeping, kitchen and F&B to communicate guest needs.

Skills

Front Office

Guest Service

Reservations

Customer Service

Tools

PMS Opera

Micros

SevenRooms

Job description

• RACV Royal Pines Resort | Gold Coast | Full-time
• Generous employee benefits & discounts on RACV products & resorts
• Join a large trusted Australian brand & VIC's largest member-based organisation

Great Things Start Here

Be part of a purpose-driven organisation creating meaningful travel and leisure experiences, useful home products and services, better outcomes for drivers, and a cleaner energy future.

At RACV Royal Pines Resort, a short drive from Surfers Paradise set on a championship golf course with spacious rooms and authentic culinary experiences, enjoy the best of tourism and have room to grow in a changing industry that's yours to shape. Join our supportive leisure team whose job it is to help people live their best lives - whether they're on holiday, visiting an attraction or treating loved ones to a special experience.

About the Opportunity

Are you ready to join the future of resort hospitality on the Gold Coast? Are you ready to take the next step in your hotel career, passionate about hospitality and thrive in a dynamic, guest-focused environment? The excitement is building on the Gold Coast, as the 2032 Olympic Games fast approaches. RACV Royal Pines Resort is entering an exciting new chapter, with significant resort development projects underway and the implementation of innovative guest-facing technologies.

We are seeking a Front Office Receptionist, to join our rooms division team. As a valued team member, you'll be the first point of contact for our guests - providing warm welcomes, handling enquiries, and delivering exceptional service that reflects the RACV service standards.

This could be just the right role for you?

As a Front Office Receptionist/Guest Service Agent, you'll be the friendly face that sets the tone for each guest's stay. From the moment they arrive, you'll provide warm, professional service that goes above and beyond - helping create memorable experiences and consistently exceeding expectations. Reporting to the Duty Manager, your key responsibilities for the role include:

• Assist guests to check in/out, confirm and process reservations, complete pre-arrival checks, follow up late arrivals, changes or cancellations, monitor room blockings, report pick up, VIP & upgrades
• Maintain an up-to-date knowledge on resort services, accommodation rates, amenities, promotions, availability, pricing and policies
• Interact with guests and groups on the phone, email and online booking systems, creating accommodation and restaurant reservations, IRD orders, housekeeping requests and enquiries
• Tailor the guest experience to generate revenue through upselling, cross selling, repeat business and promoting inhouse services
• Maintain accurate records and booking systems including PMS Opera, Micros and SevenRooms and process payments, receipt and record all monies
• Collaborate with teams including housekeeping, kitchen and food & beverage to communicate guest needs and special requests

What you'll need to be successful

• Full availability and flexibility is required to work a weekly rotating roster, inclusive weekends & public holidays, eg. 6.30am-2.30pm, 2.30pm-10.30pm, 10.30pm-6.30am
• Previous experience in front office, reservations or customer service role in a 4-5 star hotel/resort environment
• Passion for the hospitality industry, hotels and providing great customer service
• Excellent communication and interpersonal skills with a professional phone manner
• Proficient administration skills in software programs such as MS Office, with PMS Opera, desirable
• Be proactive in a fast-paced environment and prioritise the workload to handle multiple tasks & enquiries simultaneously
• Excellent time management, attention to detail and ability to problem solve
• Demonstrate a friendly professional manner, positive attitude, work well in a team environment and are committed to providing guests with service excellence
• Excellent personal presentation
• Hold or be eligible to obtain a Qld Working with Children Check Blue Card

We are Offering

• Permanent Full-time
• Competitive salary + penalties evenings, weekends & public holidays
• Generous employee benefits & discounts on RACV products & resorts
• Employee of the month awards & recognition programs + healthy team culture
• Training, development and career progression opportunities
• Laundered uniform
• Complimentary parking onsite

The RACV difference

Be part of a team who cares. Back your ambition and find a new career with RACV.

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.