Guest Service Agent Nelson Bay

AT Hotel Group; Nelson Bay; On-site; AUD 42,000 - 54,000; Full time

Job summary

AT Hotel Group at Mantra Nelson Bay is seeking a friendly Guest Service Agent to deliver outstanding service. You will be the first point of contact, welcome guests, manage check-in/out, handle inquiries, bookings, and payments.

You should possess excellent communication, a proactive attitude, and the ability to work in a fast-paced hospitality environment, including weekends and public holidays. Experience is desirable but not essential.

Qualifications

• Previous customer service or hospitality experience is desirable.
• Excellent communication and interpersonal skills.
• Able to work independently and as part of a team.

Responsibilities

• Welcome and check-in/check-out guests professionally.
• Answer inquiries and provide information about the resort and local area.
• Handle reservations, bookings, upgrades, and special requests.
• Resolve guest concerns promptly to ensure satisfaction.
• Maintain accurate guest records and billing information.
• Support front desk tasks such as phones, emails, and payments.
• Ensure lobby and front desk areas are clean and organised.
• Collaborate with departments to meet guest needs.
• Follow resort security procedures to ensure guest safety.

Skills

Customer service

Hospitality

Communication

Teamwork

Attention to detail

Flexibility

Job description

at Hotel Group is seeking a passionate and dedicated Guest Service Agent to join our team at Mantra Nelson Bay. This is an excellent opportunity for individuals who thrive in a fast-paced environment, love interacting with guests, and are committed to providing an exceptional guest experience. As a Guest Service Agent, you will be the first point of contact for our guests, responsible for delivering outstanding customer service throughout their stay. Only short listed candidates will be contacted, local resident highly regarded.

Duties and responsibilities:

• Welcome and check-in/check-out guests in a friendly and professional manner
• Answer guest inquiries, provide information about the resort and local area
• Handle reservations and assist guests with bookings, upgrades, and special requests
• Resolve guest concerns or complaints promptly, ensuring guest satisfaction
• Maintain accurate guest records and billing information
• Ensure the lobby and front desk areas are clean, organised, and well-stocked
• Collaborate with other departments to ensure guest needs are met and exceeded
• Assist with administrative tasks such as answering phones, email correspondence, and handling payments
• Ensure the resort’s security procedures are followed to ensure guest safety
• Support other team members as needed to ensure smooth operations
  Ensure a very high level of customer service is constantly maintained
• Maintain good communication and work relationships in all hotel areas and with all properties
• Processing large volumes of reservations in a timely and professional manner
• Timely email management

The successful candidate will have:

• Previous experience in a customer service or hospitality role is desirable, but not essential
• Excellent communication and interpersonal skills
• A positive and proactive attitude with a passion for providing exceptional service
• Ability to work independently and as part of a team
• Strong attention to detail and organizational skills
• Availability to work on a flexible roster, including weekends and public holidays
• A professional appearance and a friendly demeanour