Guest Service Officer

Four Seasons; Sydney; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Competitive wages

Training & development

Complimentary accommodation

Dry cleaning for employee uniforms

Employee meals

Job summary

Four Seasons Sydney is seeking a Guest Services Officer to deliver an exceptional guest experience from check-in to departure. You will respond to a wide range of guest requests, offer personal recommendations, and align with Four Seasons service standards.

This role sits in the Rooms Division under the Front Desk Manager. You will provide top-tier service, assist with reservations and communications, and ensure accurate record-keeping while maintaining grace under pressure in a luxury hotel

Qualifications

• Previous experience in a front desk or guest service role.
• Excellent verbal and written communication skills.
• Ability to work a rotating roster including weekends and evenings.
• Proficiency with OPERA system is an advantage.

Responsibilities

• Provide exceptional customer service to all guests, assisting with check-in, check-out, inquiries and special requests.
• Process reservations, handling phone calls, and maintaining accurate records.
• Address guest inquiries effectively and professionally.

Skills

Communication skills

Customer service

Time management

Attention to detail

Front desk experience

OPERA knowledge

Professionalism

Tools

OPERA system

Job description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world - and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves.

About the role:

The Guest Services Officerwelcomes guests to the property,providing an exceptional guest experience at check-in, during the guest’s stay and on departure.This roleworks to achieve the highest level of guest satisfactionduring their arrival and departure, plusrespondingto a wide variety of guest requests,assessing guest needs,adding personal recommendations,andaligningwithFour Seasonsservice standards.This role is part of theRooms Division Department, reporting intotheFront Desk Manager.

What you will do:

• Provide exceptional customer service to all guests, assisting with check-in, check-out, inquiries and special requests.
• Perform various administrative duties such as processing reservations, handling phone calls, and maintaining accurate records.
• Address any guests’ enquiries effectively and professionally.

What you will bring:

• Exceptional communication skills and a natural gift for engaging conversation.
• Dedication to creating unforgettable guest experiences.
• Ability to thrive in fast-paced environments, whilst maintaining attention to detail and accuracy.
• Adept time management skills ensure seamless operations.
• Previous experience in a front desk or guest service role, with a strong understanding of hotel operations and customer service principles.
• Excellent verbal and written communication skills, with the ability to interact confidently and professionally with guests and colleagues.
• The ability to work a rotating roster including the weekend, evening and the occasional overnight availability.
• Proficiency in using OPERA system is an advantage.

What we offer:

• Competitive wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Dry Cleaning for Employee Uniform
• Complimentary Employee Meals

Schedule & Hours:

Full-Time position. Availability to work a rotating roster is a requirement.