Guest Services Agent

AT HOTEL GROUP; Port Stephens; On-site; AUD 48,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Discounted accommodation

Career growth

Friendly team

Job summary

AT HOTEL GROUP is seeking a Guest Services Agent for Mantra Nelson Bay. This role focuses on welcoming guests, handling check-in/check-out, answering inquiries, and managing bookings with a high level of service.

The successful candidate will work in a dynamic hospitality environment, delivering exceptional guest experiences while coordinating with multiple departments and maintaining accurate records.

Qualifications

• Previous experience in a customer service or hospitality role is desirable, but not essential.
• Excellent communication and interpersonal skills.
• A positive and proactive attitude with a passion for providing exceptional service.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.

Responsibilities

• Welcome and check-in/check-out guests in a friendly and professional manner.
• Answer guest inquiries and provide information about the resort and local area.
• Handle bookings, upgrades, and special requests.
• Resolve guest concerns or complaints promptly to ensure satisfaction.
• Maintain accurate guest records and billing information.
• Ensure lobby and front desk areas are clean, organized, and well-stocked.
• Collaborate with other departments to meet guest needs.
• Assist with answering phones, emails, and handling payments.
• Ensure security procedures are followed for guest safety.
• Support team members to ensure smooth operations and high service levels.

Skills

Customer service

Hospitality

Communication skills

Teamwork

Attention to detail

Organizational skills

Friendly demeanor

Job description

JOB DESCRIPTION

Guest Services Agent

Location: Mantra Nelson Bay

Job Type: Full-Time or Casual

About Us

Mantra Nelson Bay is a renowned resort nestled in the heart of the beautiful Nelson Bay,

offering outstanding accommodation and exceptional guest experiences. We pride
ourselves on delivering memorable stays through friendly, professional, and attentive
service. Join our dynamic team and be part of an exciting and vibrant hospitality
environment.

Position Overview

We are seeking a passionate and dedicated Guest Service Agent to join our team at
Mantra Nelson Bay. This is an excellent opportunity for individuals who thrive in a fast-
paced environment, love interacting with guests, and are committed to providing an
exceptional guest experience. As a Guest Service Agent, you will be the first point of
contact for our guests, responsible for delivering outstanding customer service
throughout their stay.

Duties and responsibilities:

• Welcome and check-in/check-out guests in a friendly and professional manner
• Answer guest inquiries, provide information about the resort and local area
• Handle reservations and assist guests with bookings, upgrades, and special requests
• Resolve guest concerns or complaints promptly, ensuring guest satisfaction
• Maintain accurate guest records and billing information
• Ensure the lobby and front desk areas are clean, organised, and well-stocked
• Collaborate with other departments to ensure guest needs are met and exceeded
• Assist with administrative tasks such as answering phones, email correspondence, and handling payments
• Ensure the resort's security procedures are followed to ensure guest safety
• Support other team members as needed to ensure smooth operations
• Ensure a very high level of customer service is constantly maintained
• Maintain good communication and work relationships in all hotel areas and with all properties
• Processing large volumes of reservations in a timely and professional manner
• Timely email management

at Hotel Group Head Office: PO BOX 612, Newcastle, NSW 2300
www.athotelgroup.com/careers

The successful candidate will have:

• Previous experience in a customer service or hospitality role is desirable, but not essential
• Excellent communication and interpersonal skills
• A positive and proactive attitude with a passion for providing exceptional service
• Ability to work independently and as part of a team
• Strong attention to detail and organizational skills
• Availability to work on a flexible roster, including weekends and public holidays
• A professional appearance and a friendly demeanour

Why Join Us:

• Competitive salary and benefits
• Opportunity for career growth within the Accor Hotels Group
• Work in a beautiful, dynamic environment
• Join a supportive and inclusive team
• Discounted accommodation for friends and family
• If you are looking for a rewarding career in hospitality and enjoy making lasting impressions on guests, we would love to hear from you.