Guest Service Agent/Night Audit

Accor Apartments & Realty; Perth; On-site; AUD 55,000 - 75,000; Full time

Job summary

Accor Apartments & Realty is seeking a Guest Service Agent/Night Audit in Perth, WA. The role combines frontline hospitality with nightly audit duties, delivering seamless check-in/check-out and guest support after hours.

You will manage reservations, guest accounts, and collaborate with security to ensure a safe environment while sharing local insights and maintaining renowned service standards.

Qualifications

• Past guests-facing experience and strong communication are essential.
• Ability to multitask and stay organized in fast-paced environments.
• Excellent written and verbal communication skills.
• Experience at a hotel front desk is advantageous.
• Willingness to work a rotating schedule that includes nights/weekends/holidays.

Responsibilities

• Provide warm guest check-in and check-out experiences.
• Coordinate with guests and colleagues to ensure cohesive service.
• Resolve guest issues and escalate when needed to maintain service standards.
• Collaborate with security to monitor building safety.
• Share local neighborhood information and recommendations.
• Oversee reception desk duties and perform night audit accurately.
• Handle reservations and manage guest accounts efficiently.

Skills

Innovative approach

Team collaboration

Multi-tasking under pressure

Written & verbal communication

Front desk experience

Flexible night schedule

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