Guest Service Agent/Night Audit

Accor Apartments & Realty; Melbourne; On-site; AUD 52,000 - 78,000; Full time

Job summary

Colonial Group is seeking a Guest Service Agent who will also perform Night Audit duties. You will greet guests, manage check-ins/check-outs, and handle late-night inquiries with a focus on security, accuracy, and exceptional service.

On night shifts, you will ensure all nightly reports are complete and correct, maintain guest account integrity, and contribute to a safe environment in collaboration with the security team. Flexibility for weekends and holidays is essential.

Qualifications

• Experience delivering hospitality at front desk
• Ability to manage night audit processes accurately
• Strong communication and organisational skills
• Wlexibility to work nights, weekends and holidays (rotating)

Responsibilities

• Greet guests and manage check-in/check-out with a warm, professional approach
• Handle late-night inquiries and resolve issues to maintain service standards
• Complete night audit duties and ensure nightly reports are accurate and up-to-date
• Coordinate with security for safe hotel operations during the night shift
• Provide local information and recommendations to guests as needed
• Manage reservations and guest accounts with precision

Skills

Guest service

Night audit

Multitasking

Organisational skills

Communication

Team collaboration

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