Guest Service Generalist

Travel + Leisure Co.; Australia; On-site; AUD 45,000 - 65,000; Full time

Job summary

Travel + Leisure Co. is seeking a Guest Service Generalist to support resort departments and deliver exceptional guest experiences across our properties in Australia.

The role involves front desk duties, guest inquiries, and collaboration with Food & Beverage, Maintenance, and Housekeeping teams to ensure smooth operations and memorable stays for owners and guests.

Qualifications

• Maintain exemplary grooming and professional appearance.
• Participate in ongoing training and coaching to uphold hospitality standards.
• Adhere to OH&S policies and safety procedures.

Responsibilities

• Provide effective, efficient, and professional front desk duties including greeting owners and guests, registrations, and handling tours/bookings.
• Be knowledgeable about local area, events, restaurants and transportation to advise guests.
• Ensure knowledge of Club Wyndham South Pacific memberships and resort facilities; assist with upsell opportunities.
• Maintain high standards of housekeeping and guest room readiness as applicable.

Job description

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Guest Service Generalist

POSITION REPORTS TO:

Resort Manager

POSITIONS REPORTING TO THIS POSITION:

Nil

KEY RELATIONSHIPS:

Food & Beverage Manager Maintenance Manager Housekeeping Manager

PRIMARY OBJECTIVES:

At Travel + Leisure our vision is to put the World on Vacation. In your position as the Guest Service Generalist you will be responsible for supporting all resort departments, providing an exceptional customer experience.

Our Values are the HEART of Travel + Leisure, the beliefs of our global team that define what we recognise as important, meaningful and right:

Hospitality – treating everyone like family Engagement – delivering our promise Accountability – owning our impact

Respect – considering others in every interaction

Teamwork – succeeding together

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

Food & Beverage Attendant/Kitchenhand Responsibilities:

• Provide effective, efficient and professional food and beverage service
• Ensure all equipment is well maintained and stored appropriately
• Regularly review operating systems to ensure optimal efficiencies are achieved
• Maintain all stock levels daily, including ordering and rotating
• Ensure that all necessary food prep and required items are adequately available each day
• Prepare, produce and present all foods in accordance with identified Food Hygiene and Health & Safety standards.
• Ensure Food Safety guidelines are followed at all times, ensuring all food temperatures are correct, and food prep is labeled with date prepared
• Liaise with your manager regarding any faults, discrepancies, issues or complaints that arise

Guest Service Agent Responsibilities:

• Perform all duties of the front desk, including greeting owners and guests, registration, communications system monitoring, dispensing information and portage of luggage, check in/out formalities, cash handling and balancing procedures, tour & travel enquiries/bookings, reservations, night audit procedures and telephone duties
• Possess a thorough knowledge of the operation of all administration equipment eg. Email, basic word & excel documentation, PABX, RMS, Credit Card settlement machines, facsimile, etc.
• Be confident in advising guests on the local area and what it can provide for hotel guests eg. events, restaurants, stores, public transport, etc.
• Have thorough knowledge of Club Wyndham South Pacific memberships and their guidelines
• Be fully conversant with rates, room configurations, room availability and resort facilities
• Increase room sales for walk -in and non owner market, increase revenue streams for incidentals, up sell tours and promotions
• Ensure Resort security procedures are always adhered to

Room Attendant Responsibilities:

• Clean rooms as assigned to a high standard completed within allotted timeframe.
• Maintain pantry in a clean and orderly condition. Keep pantries stocked with supplies as instructed
• Check all items not removed from apartment at each turn are in good condition and clean, e.g. bedspreads, blankets and mattress protectors.
• Ensure that the rooms are equipped with the necessary facilities, i.e. crockery, linen, information leaflets, etc by replenishing these daily or as required by guest
• Check all soft furnishings in guest rooms for stains or damage
• Ensure corridors and service areas are clean at all times
• Empty vacuums and report any maintenance required

KEY POSITION CRITERIA:

• Maintain exemplary grooming including fresh, ironed uniforms, wearing of name badge and ensure that personal hygiene standards are maintained at all times
• Participate in ongoing training and coaching to assure that high standards of hospitality are maintained at all times
• Perform other duties as reasonably requested within your skill and capacity as directed by your manager
• Anticipate owner and guest needs and work proactively to meet and exceed expectations
• Employees must ensure they comply with T+L’s OH&S Policy, procedures and any reasonable instruction given by T+L
• Employees must not willfully place at risk the health and safety of themselves or any other persons in the workplace and to not wilfully or recklessly interfere with or misuse anything provided for health and safety
• Display innovation through inspiring, creating and improving processes and products
• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise
• Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible

A strong candidate has been identified for this position.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We’re always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.