Guest Services Agent - Casual

Best Western; Sydney; On-site; AUD 34,000 - 44,000; Part time

Benefits offered by this job

Uniform provided

Staff discounts

Gift cards via Best Western Innsider

Hotel accommodation discounts

Job summary

Best Western Sydney is seeking a friendly Guest Services Agent to join our front desk team. You will assist guests with inquiries, reservations, and check-ins to ensure a smooth arrival experience.

Shifts run from 7am–3pm or 3pm–11pm on a rotating roster, with a minimum of 22 hours per week, including weekends and public holidays. Protel Air experience is a plus.

We offer training, uniform provision, staff discounts, and access to Best Western Innsider perks to support your hospitality growth.

Qualifications

• Customer-focused hospitality professional with a welcoming presence.
• Strong verbal and written communication, including phone manners.
• Ability to work with a diverse range of guests and teams.
• Capable of independent work and following procedures.
• Experience with hotel reception software (Protel Air) or similar.
• Willingness to complete Responsible Service of Alcohol if not already certified.

Responsibilities

• Answer guest calls, emails, and inquiries promptly.
• Process check-ins, reservations, and room assignments.
• Coordinate with housekeeping for room readiness.
• Explain parking and local area information to guests.
• Handle payments and settle charges at check-out.
• Prepare daily arrivals/departures reports and balance transactions.
• Identify special guest requests and actions.

Skills

Customer service

Communication

Teamwork

Independent work

Protel Air experience

Alcohol service knowledge

Tools

Protel Air

Job description

The Job

We are currently looking for a Guest Services Agent to join our friendly team. You must be available to work shifts starting from 07am until 03pm or 03pm until 11pm. You can expect to work a minimum of 22 hours per week that may include weekends and public holidays on a rotating roster. This is a great opportunity to take your hospitality and hotel skills to the next level in a supportive and friendly environment.

Qualifications & experience

• A welcoming smile with personality. You need to authentically enjoy working with customers as you are the face of our business.
• Great personal presentation. It is important for us that we provide a memorable and positive experience to all our guests.
• The ability to communicate with a diverse range of people in a professional manner. The ability to initiate contact and build rapport easily with all our guests and stakeholders is essential.
• Excellent written and spoken communication skills, including outstanding phone manner is essential.
• Demonstrated ability to work independently.
• At least one year of experience in hotel reception using Protel Air or a similar operating system.
• Work closely with a small team of guest service professionals to ensure our guests enjoy their stay to the fullest.
• Flexibility to work across a full rotating roster - including early mornings, evenings and weekends.
• Completed Responsible Service of Alcohol or willingness to complete course

Tasks & responsibilities

• Answer, record, and process all guest calls, reservations, emails, requests, questions, or concerns.
• Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
• Coordinate with Housekeeping to track readiness of rooms for check-in.
• Communicate parking procedures to guests and assist guests to the car park garage.
• Supply guests with directions and information regarding property and local areas of interest.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Process all check-outs including resolving any late and disputed charges.
• Run daily reports on number of arrivals/ departures and ensure reports are accurate.
• Balance hotel transactions.
• Identify and report any special requests.
• Light cleaning/tidiness of common areas.
• Pour and serve drinks to guests.
• Great work environment with supportive training and management focus.
• Uniform provided as well as uniform dry cleaning.
• Hotel and Cafe staff discounts.
• Earn Gift Cards through Best Western Innsider program to use at retailers such as Myer, Coles, JB Hi-Fi, David Jones,etc.
• Access to discounted hotel accommodation at Best Western hotels worldwide.