Guest Service Agent/Night Audit

Accor Apartments & Realty; Cairns Regional; On-site; AUD 42,000 - 60,000; Full time

Job summary

Accor Apartments & Realty in Cairns is seeking a Guest Service Agent/Night Audit to deliver warm welcomes and seamless check-in, with a focus on accurate night reporting and account management.

You will handle reservations, assist guests, coordinate with security, and share local recommendations, contributing to a safe, memorable stay.

Qualifications

• Experience in hotel front desk operations is preferred.
• Ability to handle night audits and nightly reports.
• Flexible schedule including nights, weekends and holidays.

Responsibilities

• Deliver VIP guest service from check-in to check-out.
• Communicate effectively with guests and teammates to ensure smooth operations.
• Resolve guest issues promptly and professionally.
• Collaborate with security to maintain guest and staff safety.
• Provide local knowledge on attractions and dining.
• Oversee reception and perform night audit procedures.
• Manage reservations and guest accounts accurately.

Skills

Customer service excellence

Team collaboration

Communication skills

Multitasking under pressure

Front desk experience

Job description

Purpose

As Guest Service Agent/ Night Audit, your role is pivotal in shaping our guests' entire stay, from the warm welcome at check-in to the seamless checkout process. During the night shift, you transition into the role of a financial detective, adeptly handling late-night inquiries and ensuring our hotel's distinguished service reputation remains intact.

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


• Work closely with security to keep a watchful eye on the building's security systems, contributing to a safe and secure environment for guests and staff alike


• Be the local legend, sharing information on neighbourhood hotspots and must-visit gems from your treasure trove of knowledge


• Take charge of the reception desk duties and manage the crucial night audit process, ensuring that nightly reports are accurate and up to date


• Display proficiency in accurately handling reservations and managing guest accounts

Skills and Experience

• 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


• Previous experience in hotel front desk operations is a valuable asset


• Capable of embracing a flexible rotating schedule, including nights, overnights, weekends, and public holidays