Guest Service Agent

Colonial Group; Dunsborough; On-site; AUD 30,000 - 40,000; Full time

Job summary

Colonial Group is seeking a Guest Service Agent to warmly welcome guests from check-in to checkout, ensuring memorable stays. You will communicate with guests and staff, resolve issues, and stay informed on local attractions and offerings.

The role requires strong organizational and communication skills, with the ability to multitask across reservations and guest accounts. Flexible shifts including nights and weekends are expected.

Qualifications

• Previous experience in hotel front desk operations is an asset.
• Ability to exceed customer expectations with proactive service.
• Capable of working both independently and within teams.
• Strong organisational and time-management skills.
• Excellent written and verbal communication abilities.
• Flexible to nights, weekends and public holidays as required.

Responsibilities

• Roll out the red carpet of hospitality from check-in to check-out.
• Confidant in communicating with guests and colleagues for cohesive teamwork.
• Resolve guest challenges with a positive, solution-oriented approach.
• Promote hotel amenities and services with product knowledge.
• Provide local area information and recommendations to guests.
• Accurately handle reservations and manage guest accounts.

Skills

Front desk experience

Customer service excellence

Team collaboration

Organisational skills

Communication skills

Shift flexibility

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