Guest Service Agent

Colonial Group; Darwin; On-site; AUD 42,000 - 55,000; Full time

Job summary

Colonial Group in Australia is seeking a Guest Service Agent to be the welcoming face at the front desk, handling check-ins, check-outs, and guest inquiries with warmth.

You will promote hotel services, manage reservations, and share local tips while coordinating with team to deliver memorable stays and smooth operations across shifts in Darwin.

Qualifications

• Experience at hotel front desk or reception is preferred.
• Demonstrated commitment to outstanding customer service.
• Ability to work well in teams and independently.
• Proven multitasking skills and strong organisation under pressure.
• Clear spoken and written communication abilities.
• Availability for nights, overnights, weekends and public holidays.

Responsibilities

• Roll out the red carpet of hospitality from check-in to check-out.
• Confidant in communicating with guests and colleagues.
• Resolve guest issues and turn challenges into success stories.
• Promote hotel amenities and services with product knowledge.
• Share local tips and neighbourhood information with guests.
• Handle reservations and guest accounts accurately.

Skills

Hotel front desk experience

Customer service excellence

Team collaboration

Multitasking under pressure

Written and verbal communication

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