Guest Services Agent

Silkari Hotels; Willoughby; On-site; AUD 30,000 - 39,000; Full time

Job summary

Silkari Hotels is seeking a Guest Service Agent to provide warm, professional service at the Front Office. You will handle reservations, arrivals and departures, and respond to guest enquiries with accuracy and efficiency.

This role supports upselling, cash handling and smooth shift handovers, requiring a calm, proactive approach and strong communication skills. Weekend and peak-time availability is required.

Qualifications

• Excellent guest service and communication skills.
• Accuracy, attention to detail and strong administrative skills.
• Hotel product and operational knowledge.
• Effective sales and upselling ability.

Responsibilities

• Provide friendly, professional and efficient service to guests, visitors and stakeholders.
• Respond to enquiries in person, by phone and email, and maintain strong knowledge of the property, rooms, rates, facilities and local area.
• Recognise and support repeat guests, VIPs and special requests.
• Handle feedback and complaints professionally, escalating where appropriate.
• Accurately process reservations, amendments, cancellations, deposits, refunds and no-shows using the hotel's PMS.
• Ensure booking details, rates, room types, guest profiles and documentation are accurate.
• Complete efficient and accurate check-ins and check-outs.
• Process payments, deposits and guest transactions in accordance with procedures.
• Balance the cash float at the beginning and end of each shift and report discrepancies.
• Maintain accurate records, filing, documentation and shift handovers.

Skills

Guest service

Communication

Cash handling

Reservations

Upselling

Job description

The Guest Service Agent is responsible for delivering professional, welcoming and efficient service to guests while supporting the smooth operation of the Front Office. Key duties include reservations, guest arrivals and departures, enquiries, cashiering, administration and revenue generation through effective sales and upselling.

Key responsibilities

Provide friendly, professional and efficient service to guests, visitors and stakeholders.

Respond to enquiries in person, by phone and email, and maintain strong knowledge of the property, rooms, rates, facilities and local area.

Recognise and support repeat guests, VIPs and special requests.

Handle feedback and complaints professionally, escalating where appropriate.

Accurately process reservations, amendments, cancellations, deposits, refunds and no-shows using the hotel's PMS.

Ensure booking details, rates, room types, guest profiles and documentation are accurate.

Complete efficient and accurate check-ins and check-outs.

Process payments, deposits and guest transactions in accordance with procedures.

Balance the cash float at the beginning and end of each shift and report discrepancies.

Maintain accurate records, filing, documentation and shift handovers.

About you

Excellent guest service and communication skills.

Accuracy, attention to detail and strong administrative skills.

Hotel product and operational knowledge.

Effective sales and upselling ability.

Calmness and professionalism under pressure.

Initiative, sound judgement and problem-solving ability.

A positive, collaborative and flexible approach.

Commitment to safety, privacy and professional standards.

Flexibility to work across Front Office operations, including weekends, public holidays and varying shifts.