Guest Service Agent

Fitzroy Island Resort; Cairns Regional; On-site; AUD 50,000 - 60,000; Full time

Job summary

Fitzroy Island Resort in Cairns is seeking a Guest Services Agent to be the first point of contact for guests and day visitors. You will manage the switchboard, respond to enquiries, and assist with reservations for overnight stays and day tours/transfers to ensure guests begin their island experience with confidence.

Join a friendly team at Fitzroy Island Resort, where you will deliver warm, professional service, handle guest information, coordinate services, and promote hotel offerings to

Qualifications

• Previous experience in a customer service role.
• Excellent spoken and written English communication skills (mandatory).
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficient in using computer systems and hotel management software.
• A friendly and approachable demeanour with a focus on guest satisfaction.
• Flexibility to work varied shifts, including evenings and weekends.

Responsibilities

• Welcome and check in guests, ensuring a smooth and efficient process.
• Assist with reservations for overnight stays and day tour / transfer products.
• Provide information about the hotel facilities, local attractions, and services available.
• Handle guest inquiries and resolve any issues or complaints promptly and professionally.
• Maintain accurate records of guest information and transactions.
• Assist with the coordination of guest services, including room service and housekeeping requests.
• Collaborate with other departments to ensure a seamless guest experience.
• Promote hotel services and upsell additional offerings to enhance guest satisfaction.

Skills

Customer service

English communication

Multitasking

Computer systems

Guest satisfaction

Tools

Hotel management software

Job description

Summary

The Guest Services Agent role is based in our Cairns Office, which is the first point of contact for many guests and day visitors. The role operates the switchboard, responds to guest and visitor enquiries, and assists with reservations for overnight accommodation and day tours/transfers. The GSA delivers accurate information and warm, professional service so every guest starts their island experience with confidence.

Responsibilities

• Welcome and check in guests, ensuring a smooth and efficient process.


• Assist with reservations for overnight stays and day tour / transfer products.


• Provide information about the hotel facilities, local attractions, and services available.


• Handle guest inquiries and resolve any issues or complaints promptly and professionally.


• Maintain accurate records of guest information and transactions.


• Assist with the coordination of guest services, including room service and housekeeping requests.


• Collaborate with other departments to ensure a seamless guest experience.


• Promote hotel services and upsell additional offerings to enhance guest satisfaction.

Qualifications

• Previous experience in a customer service role, preferably within the hospitality industry.


• Excellent spoken and written English communication skills (mandatory).


• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.


• Proficient in using computer systems and hotel management software.


• A friendly and approachable demeanour with a focus on guest satisfaction.


• Flexibility to work varied shifts, including evenings and weekends.

About Fitzroy Island

We are proud to be an Australian family-owned & operated island experience, in seek of passionate individuals who are committed to delivering exceptional customer service. Located 45 minutes from Cairns in Tropical North Queensland, Fitzroy Island is easily reached by regular transfers on the Fitzroy Flyer. As certain roles require specific qualifications, we kindly request that applicants ensure their experience and credentials align with the listed requirements prior to applying. We are committed to finding the most suitable candidates for the roles available.