Guest Service Agent

The Lyall Hotel; Melbourne; On-site; AUD 42,000 - 58,000; Full time

Benefits offered by this job

Employee discounts

Boutique hotel environment

Professional growth

Friendly team

Job summary

The Lyall Hotel, Melbourne's luxury boutique hotel, is seeking a dedicated Guest Service Agent for our Front Office team. You will deliver exceptional guest experiences, handle check-ins/outs, reservations, and guest inquiries in a fast-paced boutique-hotel setting.

Ideal candidates will have strong customer service, communication skills, and the ability to work independently, including varied shifts such as mornings, evenings, weekends, and holidays.

Qualifications

• Previous experience in a similar role within the hospitality industry is preferred.
• Exceptional customer service and communication skills.
• Ability to work independently and make decisions under pressure.
• Strong problem-solving abilities.
• Proficient in computer systems and property management software.
• Availability to work various shifts, including mornings, evenings, weekends, and holidays.
• Opportunities for professional growth and development.
• Employee discounts at our hotel facilities.
• A supportive and friendly work environment in a boutique hotel setting.

Responsibilities

• Provide outstanding guest service and address guest inquiries, requests, and concerns.
• Perform check-ins and check-outs, assist with reservations, and manage guest accounts; assist guests with luggage and escort to rooms.
• Handle guest complaints and resolve issues promptly, demonstrating excellent resolution skills.
• Communicate effectively with other departments to coordinate guest services and resolve issues.
• Generate and distribute reports related to occupancy, revenue, and other front desk metrics.
• Respond to emergency situations promptly and coordinate with hotel protocols.

Skills

Guest service

Front desk

Reservation systems

Communication

PMS software

Tools

PMS software

Job description

Are you passionate about hospitality and guest service excellence? The Royce, Melbourne's Luxury Hotel, and The Lyall Luxury Boutique Hotel are seeking dedicated and experienced Guest Service Agents for our Front Office teams. If you thrive in a fast-paced environment, excel at problem-solving, and are committed to providing exceptional guest experiences, we want to hear from you!

About Us: The Royce, St Kilda and The Lyall, S. Yarra are Melbourne's luxury hotels, renowned for their timeless elegance and exceptional service. Located in St Kilda and the heart of South Yarra, our hotels offer a luxurious and personalised experience to our guests. We are seeking dedicated and experienced Guest Service Agents for our Front Office teams to uphold our commitment to excellence and ensure that every guest enjoys a memorable stay.

Position Overview:

As a Guest Service Agent - Front Office, you will be responsible for providing outstanding customer service and ensuring the smooth operation of the front desk. Your primary goal will be to create a welcoming and comfortable environment for our guests while maintaining the high standards of service and hospitality for which The Hotels are renowned.

Key Responsibilities

Guest Service: Provide outstanding customer service and address guest inquiries, requests, and concerns.

Front Desk Operations: Perform check-ins and check-outs, assist with reservations, and manage guest accounts, Assist guests with luggage, escort them to their rooms, and ensure their needs are met upon arrival and departure, helping guest with valet parking service, assist guests with booking tours, making restaurant reservations, and providing information about local attractions and services.

Problem-Solving: Handle guest complaints and resolve issues promptly, demonstrating excellent resolution skills.

Team Collaboration: Communicate effectively with other departments to coordinate guest services and resolve issues that may arise.

Reports: Generate and distribute reports related to occupancy, revenue, and other front desk-specific metrics.

Emergency Response: Respond to emergency situations promptly and effectively, ensuring the safety and security of guests and staff. This includes coordinating with emergency services and following hotel protocols.

Qualifications

Previous experience in a similar role within the hospitality industry is preferred.

Exceptional customer service and communication skills.

Ability to work independently and make decisions under pressure.

Strong problem-solving abilities.

Proficient in computer systems and property management software.

Availability to work various shifts, including mornings, evenings, weekends, and holidays.

Opportunities for professional growth and development.

Employee discounts at our hotel facilities.

A supportive and friendly work environment in a boutique hotel setting.

If you are a dedicated professional with a passion for hospitality and the ability to thrive in a guest service role, we encourage you to apply. Join our team at The Lyall, where we pride ourselves on delivering unparalleled guest experiences in the heart of Melbourne's South Yarra.