Guest Service Agent

Colonial Group; Cairns Regional; On-site; AUD 52,000 - 72,000; Full time

Job summary

Colonial Group in Cairns invites a friendly Guest Service Agent to warmly welcome guests, guiding them from check-in to check-out and ensuring memorable stays with outstanding hospitality.

You will manage reservations, assist with guest accounts, promote hotel amenities, share local hotspots, and collaborate with teammates across shifts, including nights and public holidays. Strong written and verbal communication skills are essential.

Qualifications

• Experience in hotel front desk operations is preferred.
• Strong customer service mindset and innovative approach.
• Ability to collaborate in teams and work independently.
• Excellent multi-tasking and ability to work under pressure with good organization.
• Excellent written and verbal communication skills.
• Willing to work nights, weekends and public holidays.

Responsibilities

• Greet guests and ensure a VIP feel from check-in to check-out.
• Communicate with guests and colleagues for cohesive service.
• Resolve guest issues and turn challenges into positive outcomes.
• Promote hotel amenities and services through product knowledge.
• Share local information about neighbourhood hotspots.
• Handle reservations and manage guest accounts accurately.

Skills

Front desk operations

Customer service excellence

Team collaboration

Time management

Communication skills

Flexible shifts

Job description

Purpose

As a Guest Service 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

• Previous experience in hotel front desk operations is a valuable asset
• 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
• Available to work a variety of shifts including nights, overnights, weekends, and public holidays as required