Guest Experience Agent — Front Desk

RACV; Gold Coast City; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Employee benefits

Discounts on RACV

Career progression

Uniform provided

Free parking

Staff recognition

Training opportunities

Job summary

RACV Royal Pines Resort on the Gold Coast is seeking a Front Office Receptionist to join the rooms division. You’ll be the first point of contact for guests, delivering warm, professional service and handling check-in/out, reservations, and enquiries to ensure memorable stays.

Reporting to the Duty Manager, you’ll work across reservations, guest services and upselling opportunities while maintaining PMS Opera, Micros and SevenRooms records. A 4-5 star hospitality background is preferred.

Qualifications

• Experience in front office, reservations or customer service role in a 4-5 star hotel/resort environment.
• Passion for hospitality and providing great customer service.
• Excellent communication and interpersonal skills.
• Proficient administration skills with MS Office and PMS Opera.

Responsibilities

• 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 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

Skills

Customer service

Communication skills

Time management

Teamwork

Problem solving

Flexibility

Tools

PMS Opera

Micros

SevenRooms

MS Office

Job description

RACV Royal Pines Resort on the Gold Coast is seeking a Front Office Receptionist to join the rooms division. You’ll be the first point of contact for guests, delivering warm, professional service and handling check-in/out, reservations, and enquiries to ensure memorable stays.

Reporting to the Duty Manager, you’ll work across reservations, guest services and upselling opportunities while maintaining PMS Opera, Micros and SevenRooms records. A 4-5 star hospitality background is preferred.