Guest Service Agent / Night Audit

Accor Apartments & Realty; Whitsunday Regional; Sur place; AUD 45 000 - 60 000; Plein temps

Résumé du poste

Accor Apartments & Realty in Queensland seeks a Guest Service Agent/Night Audit to welcome guests at check-in, manage night-time operations, and perform nightly audit reports with accuracy. You will assist guests, handle reservations and guest accounts, and collaborate with security to ensure a safe environment while providing standout hospitality.

The role requires flexibility to cover nights, weekends, and public holidays, strong communication, and the ability to multitask under pressure as

Qualifications

• Proven experience in hotel front desk operations or similar guest-facing roles.
• Ability to multi-task and handle guest inquiries with professionalism.
• Excellent written and verbal communication skills.
• Flexible to rotate across nights, weekends and public holidays.

Responsabilités

• Greet guests warmly and manage check-in and check-out procedures.
• Communicate clearly with guests and colleagues to ensure cohesive service.
• Resolve guest issues and turn challenges into positive experiences.
• Collaborate with security to monitor building safety for guests and staff.
• Share local knowledge about neighbourhood hotspots and attractions.
• Oversee reception duties and perform accurate night audit reports.
• Handle reservations and manage guest accounts efficiently.

Connaissances

Customer service mindset

Team collaboration

Multitasking under pressure

Strong communication

Night audit experience

Flexibility schedule

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