Guest Service Agent

EVT Group; Port Macquarie; On-site; AUD 52,000 - 78,000; Full time

Job summary

EVT Group in Port Macquarie is seeking a Guest Service Agent to ensure high standards of service and to meet guests’ needs from arrival to departure. You will greet guests, manage check-in/out, and coordinate with Housekeeping, Reservations, and Maintenance to prepare rooms for arrivals.

This role emphasizes accurate financial transactions, up-to-date knowledge of hotel rates and packages, and adherence to hotel policies and WHS guidelines.

Qualifications

• Experience in guest-facing roles within hospitality is preferred.
• Ability to greet guests warmly and manage inquiries with professionalism.
• Accurate handling of transactions and check-in/check-out procedures.

Responsibilities

• Anticipate and attend to the guest’s needs and desires immediately.
• Offer a warm and friendly salutation to hotel guests as they enter and depart from the Hotel.
• Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines.
• Process daily guest transactions and accounts accurately and efficiently.
• Collaborate with Housekeeping, Reservations, and Maintenance to prepare rooms for arriving guests.
• Communicate guest special requests to relevant departments and ensure fulfillment.
• Promptly action all guest messages and facsimiles.
• Report guest comments, especially complaints, to Hotel management.
• Be knowledgeable about local area information, hotel services, and events.
• Maintain knowledge of current room rates and packages.

Skills

Guest service

Communication

Multitasking

Teamwork

Job description

Title: Guest Service Agent

Position Overview:

To anticipate and meet the needs and desires of the hotel’s guests, to ensure that guests’ room requirements are fulfilled, to maintain the established high standard of service, and to adhere to the policies and procedures of the hotel.

Our Vision is being leaders in creating experiences and properties that escape the ordinary.
Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.

Our Goals

• Growing revenue above market
• Maximise assets
• Business transformation

Our Values

• Empowerment: We make it happen
• Possibilities: We evolve and innovate
• Community: We make the connection

Key Accountabilities

• Anticipate and attend to the guest’s needs and desires immediately.
• Offer a warm and friendly salutation to hotel guests as they enter and depart from the Hotel.
• Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines.
• Process daily guest transactions and accounts accurately and efficiently.
• Work with the Housekeeping, Reservations, and Maintenance departments, to ensure that the Hotel’s rooms are properly prepared for arriving guests.
• Communicate any guest special request to the appropriate department(s) and follow up to make certain the request has been fulfilled in accordance with the guest’s wishes.
• Promptly action all guest messages and facsimiles.
• Communicate any pertinent guest comments, particularly guest complaints, to the Hotel management.
• Be fully conversant with regard to all information on the area as a destination, the services available at and through the hotel, any special events taking place in the area.
• Have a full working knowledge of all current room rates and packages available at the Hotel.
• Book, update, amend and file all reservations accurately and in a timely manner.
• Participate in all rostered theoretical and on-the-job training sessions.
• Comply with all of the hotel’s operational policies & procedures.
• Maintain a clean & safe working environment.
• Have a full knowledge of, and practice all of the hotel’s established workplace health and safety guidelines (WH&S).
• Adhere to all established cashiering policies and procedures.
• Ensure the protection and maintenance of all operating equipment
• Complete all assigned opening and closing duties.
• Give assistance to the telephonists and back office personnel when required.
• Attend all scheduled meetings.