Guest Service Agent/Night Audit

Accor Apartments & Realty; Perth; Sur place; AUD 42 000 - 60 000; Plein temps

Résumé du poste

Accor Apartments & Realty is seeking a Guest Service Agent/Night Audit to provide exceptional hospitality from check-in to check-out. During night shifts you will handle late-night inquiries with precision, ensuring our guests enjoy a seamless experience and that nightly reports are accurate.

You will be the face of the property, delivering superb service, managing reservations and guest accounts, and collaborating with security and team members to maintain a safe, welcoming environment.

Qualifications

• Hospitality-focused guest service from check-in to check-out.
• Ability to communicate with guests and colleagues for cohesive collaboration.
• Ability to handle challenges and turn dilemmas into solutions.
• Experience with hotel front desk operations is a plus.
• Flexible rotating schedule including nights, weekends, and holidays.

Responsabilités

• Welcome guests from check-in to check-out.
• Serve as confidant, ensuring cohesive communication.
• Resolve guest issues and transform challenges into positive outcomes.
• Collaborate with security to maintain a safe environment.
• Share neighbourhood information with guests.
• Oversee reception desk duties and night audit process.
• Manage reservations and guest accounts accurately.

Connaissances

Customer service

Team collaboration

Multitasking

Communication skills

Night audit

Description du poste

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