Guest Experience Specialist

Silkari Hotels; New South Wales; On-site; AUD 50,000 - 60,000; Full time

Job summary

Silkari Hotels in New South Wales is seeking a Front Office professional to deliver exceptional guest experiences at the front desk. You will handle enquiries, reservations, check-ins/outs, and maintain accurate records while balancing cash and processing payments.

The role requires strong communication, attention to detail, and the ability to upsell services. You will work across Front Office operations, including weekends and holidays, ensuring privacy and safety standards.

Qualifications

• Excellent guest service and communication skills.
• Accuracy, attention to detail and strong administrative skills.
• Hotel product and operational knowledge.
• Effective sales and upselling ability.
• Calmness and professionalism under pressure.
• Initiative, sound judgement and problem-solving ability.
• A positive, collaborative and flexible approach.
• Commitment to safety, privacy and professional standards.
• Flexibility to work across Front Office operations, including weekends, public holidays and varying shifts.

Responsibilities

• Provide friendly, professional and efficient service to guests, visitors and stakeholders.
• Respond to enquiries in person, by phone and email, and maintain strong knowledge of the property, rooms, rates, facilities and local area.
• Recognise and support repeat guests, VIPs and special requests.
• Handle feedback and complaints professionally, escalating where appropriate.
• Accurately process reservations, amendments, cancellations, deposits, refunds and no-shows using the hotel's PMS.
• Ensure booking details, rates, room types, guest profiles and documentation are accurate.
• Complete efficient and accurate check-ins and check-outs.
• Process payments, deposits and guest transactions in accordance with procedures.
• Balance the cash float at the beginning and end of each shift and report discrepancies.
• Maintain accurate records, filing, documentation and shift handovers.

Skills

Guest service

Communication

Attention to detail

Administrative skills

Upselling

Tools

PMS

Job description

Silkari Hotels in New South Wales is seeking a Front Office professional to deliver exceptional guest experiences at the front desk. You will handle enquiries, reservations, check-ins/outs, and maintain accurate records while balancing cash and processing payments.

The role requires strong communication, attention to detail, and the ability to upsell services. You will work across Front Office operations, including weekends and holidays, ensuring privacy and safety standards.