Guest Service Agent/Night Audit

Colonial Group; Perth; On-site; AUD 45,000 - 60,000; Full time

Job summary

Colonial Group is seeking a Guest Service Agent/Night Audit for its Perth, Australia location. You will welcome guests, handle check-ins/outs, and oversee the night audit while ensuring accurate nightly reports. The role requires strong communication, teamwork, and the ability to work nights, weekends, and public holidays.

Join a team focused on hospitality excellence and guest satisfaction, with opportunities to engage with guests and contribute to a secure, welcoming environment.

Qualifications

• Experience in hotel front desk operations is advantageous.
• Ability to work nights, weekends and public holidays.
• Strong written and verbal communication skills.
• Able to work independently and in a team.

Responsibilities

• Provide warm welcome and assist guests from check-in to check-out.
• Coordinate with guests and colleagues for seamless operations.
• Resolve guest issues and maintain exceptional service standards.
• Collaborate with security to monitor building safety.
• Share local knowledge about neighbourhood hotspots and attractions.
• Manage reception desk duties and run the night audit process.
• Handle reservations and guest accounts accurately.

Skills

Hospitality

Guest service

Team collaboration

Multi-tasking

Communication

Night audit

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