Guest Experience Agent

Accor Apartments & Realty; Queensland; On-site; AUD 52,000 - 68,000; Full time

Job summary

Colonial Group is seeking a Guest Experience Agent to warmly welcome guests and set the tone for their stay, from check-in to check-out. You will be the friendly face delivering exceptional hospitality and creating memorable experiences for every guest you meet.

In this role you will communicate clearly with guests and colleagues, manage reservations and guest accounts, and share local recommendations. A flexible rotating schedule, including nights, weekends and public holidays, is required to

Qualifications

• Excellent customer service with a friendly, guest-focused approach.
• Ability to collaborate in teams and work independently.
• Strong multitasking and time-management skills under pressure.
• Effective written and verbal communication.
• Experience in hotel front desk operations is a plus.
• Willingness to work flexible rotating shifts, including nights and weekends.

Responsibilities

• Roll out the red carpet of hospitality, ensuring every guest feels like a VIP from check-in to check-out
• Confidant in communicating with guests and colleagues to ensure cohesive collaboration
• Conquer challenges alongside guests, transforming dilemmas into success stories
• Promote hotel amenities and services by having a deep understanding of products and offerings
• Be the local legend, sharing information on neighbourhood hotspots and must-visit gems from your treasure trove of knowledge
• Display proficiency in accurately handling reservations and managing guest accounts

Skills

Customer service excellence

Team collaboration

Multitasking under pressure

Written and verbal communication

Front desk experience

Flexible rotating schedule

Job description

Purpose

As a Guest Experience Agent, you will play a pivotal role as the friendly face and warm welcome that sets the tone for our guests' entire stay. Your responsibilities span from the moment they check in to the time they check out, ensuring that you are at the forefront of delivering exceptional hospitality and creating memorable experiences for our valued guests.

Primary Responsibilities

• Roll out the red carpet of hospitality, ensuring every guest feels like a VIP from check-in to check-out
• Confidant in communicating with guests and colleagues to ensure cohesive collaboration
• Conquer challenges alongside guests, transforming dilemmas into success stories
• Promote hotel amenities and services by having a deep understanding of products and offerings
• Be the local legend, sharing information on neighbourhood hotspots and must-visit gems from your treasure trove of knowledge
• Display proficiency in accurately handling reservations and managing guest accounts

Skills and Experience

• Innovative approach to exceeding customer service expectations
• Skilled at collaborating within teams, as well as working independently
• Proven ability to multi task and thrive under pressure, supported by strong organisational and time management skills
• Proficiency in both written and verbal communication
• Previous experience in hotel front desk operations is a valuable asset
• Capable of embracing a flexible rotating schedule, including nights, overnights, weekends, and public holidays