Guest Service Agent

Oaks Hotels & Resorts Limited; Warrnambool; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Career Growth

Hotel Deals

Global Perks

Retail Discounts

Experiences

Health Insurance

Wellness Support

Job summary

Oaks Lake Crackenback Resort is seeking a full-time Guest Service Agent who is passionate about delivering exceptional hospitality and guest experiences. You will guide guests through check-ins and check-outs and share insights on local attractions with warmth and professionalism.

Responsibilities include answering reservations via phone and email, managing room bookings, and supporting front office operations in a fast-paced resort environment.

Qualifications

• Experience in delivering high-quality service within hospitality or customer-facing roles.
• Ability to clearly articulate information across phone, email, and in person.
• Proactive approach to guest needs and issue resolution.
• Polished presentation aligned with brand standards.
• Willingness to work weekends, holidays and varying shifts.

Responsibilities

• Respond to reservation and guest enquiries via phone and email with timely, professional service.
• Manage room inventory, bookings, amendments, and maintain accurate records.
• Assist guests with enquiries and requirements, resolving issues promptly.
• Support front office operations and maintain reservation information for smooth arrivals.
• Provide administrative support to ensure efficient reservation management in a fast-paced resort.

Skills

Customer service

Hospitality experience

Clear communication

Professional correspondence

Guest relations

Job description

Job Description

Company Description

Minor Hotels is one of Australasia’s largest accommodation providers, managing over 70 properties in the region and a global portfolio of 640 properties across more than 66 countries. Our brands, Anantara, Avani, Oaks, NH Hotels, NH Collection, nhow, and Tivoli, span six continents, including Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America. Joining Minor means partnering with a diverse, expanding global organisation offering boundless opportunities to thrive and succeed.

Our people are the heart of our success, and we are committed to investing in your skills to support your career growth and advancement. You’ll feel valued as part of a tight-knit team, united in delivering exceptional guest experiences and thriving in a company dedicated to fostering an outstanding workplace culture.

Job Description

Oaks Lake Crackenback Resort are looking for a full time Guest Service Agent who is passionate about providing excellent customer service to join the team.

The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy.

Key Responsibilities Include:

• Responded to reservation and guest enquiries via phone and email, providing timely, professional, and customer-focused service while addressing booking-related questions and requests.
• Managed room inventory and availability, processed reservations and booking amendments, and maintained accurate reservation records to ensure optimal occupancy and efficient scheduling.
• Assisted guests with reservation enquiries and accommodation requirements, resolving booking issues promptly and ensuring a positive guest experience from initial enquiry through to arrival.
• Supported front office operations by providing administrative assistance and maintaining accurate reservation information to facilitate seamless guest arrivals and check-in processes.
• Provided administrative support to ensure accurate and efficient reservation management, including maintaining booking records, monitoring room availability, and supporting operational requirements within a fast-paced hospitality environment.

Shift Details (subject to change):

• The standard roster for this position is 9:00am to 5:00pm.
• During school holidays and the winter peak season, rostered hours may vary between 8:00am and 7:00pm, with shifts allocated as either the opening or closing shift based on operational requirements.

Qualifications

Successful candidates will have:

• Demonstrated background in delivering high-quality service within a hotel, hospitality, or customer-facing environment.
• Exceptional ability to articulate information clearly and effectively across various mediums, ensuring precise and professional correspondence.
• Consistently delivers an exceptional standard of service, exhibiting a proactive and positive approach to addressing guest needs and exceeding expectations.
• Passionate about creating positive guest experiences, with a focus on attentive service and resolving issues efficiently.
• Maintains a polished and professional presentation, reflecting the values and standards of the organisation.
• Fully committed to a dynamic work schedule, including the ability to work weekends, public holidays, and varying shifts to meet operational requirements.

Additional Information

At Minor Hotels, we value our people as the heart of our success. Joining Minor means, you’ll enjoy a rewarding package designed to support your professional growth, wellbeing, and work-life balance:

• Career Growth: Learning and development programs to boost your career.
• Exclusive Hotel Deals: 50% off stays at Minor Hotels in Australasia; 20% off for friends and family.
• Global Perks: International accommodation discounts across our hotel brands.
• Retail Rewards: Cashback and discounts at 400+ top retailers in AU/NZ.
• Experiences: Discounted entertainment and activities.
• Banking and Insurance: Exclusive health insurance offers and workplace banking benefits.
• Wellness Boost: EAP and tailored wellness support

Our people drive the success of our business; We are a dynamic organisation dedicated to delivering exceptional guest experiences. We invest in your skills and foster a workplace culture that celebrates innovation, collaboration, and personal growth.

Currently, we are only accepting applications from candidates who have working rights within Australia or New Zealand.