Hotel Receptionist

Shangri-La Group; Cairns Regional; On-site; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Duty meals

Accommodation discounts

Shangri-La Academy access

Staff discounts

Job summary

Shangri-La the Marina, Cairns is seeking a warm, professional Hotel Receptionist to join our Front Office team, delivering personalised service from arrival to departure.

As a key contact for guests, you will handle reservations and payments, share local Cairns insights, and collaborate with Housekeeping, F&B and other departments to ensure a seamless, memorable stay for every guest.

Qualifications

• Previous Front Office or customer service experience is desirable.
• Passion for hospitality and guest satisfaction.
• Excellent communication and interpersonal skills.
• Ability to work across shifts in a diverse team.

Responsibilities

• Welcome guests with a warm, professional arrival experience.
• Manage check-in and check-out processes efficiently.
• Handle guest enquiries and requests with care.
• Provide information on hotel facilities and local attractions.
• Process payments and maintain front office records.
• Coordinate with Housekeeping, F&B and other departments to meet guest needs.

Skills

Excellent communication

Customer service

Attention to detail

Team player

Tools

Property Management System

Job description

Shangri-La the Marina, Cairns is looking for a warm, professional and guest-focused Hotel Receptionist to join our Front Office team.

As one of the first and last points of contact for our guests, you will play an important role in creating memorable experiences and ensuring every guest feels welcomed, valued and well cared for throughout their stay.

This is a great opportunity for a hospitality professional who is passionate about guest service and looking to build their career with a globally recognised luxury hotel brand.

About the Hotel

Located beside the Marlin Marina and Trinity Inlet in the heart of Cairns, Shangri-La the Marina, Cairns is a luxury five-star hotel featuring 255 guest rooms, 19 function venues and extensive food and beverage facilities.

As part of the internationally recognised Shangri-La Group, you will have the opportunity to develop your hospitality career within a global organisation with more than 100 hotels and resorts worldwide.

About the Role

As a Hotel Receptionist, you will be responsible for delivering warm, personalised and efficient service throughout the guest journey — from arrival and check-in through to departure.

Working as part of our Front Office team, you will assist guests with their enquiries, provide information about the hotel and Cairns, manage reservations and payments, and work closely with other departments to ensure a seamless stay.

Your Responsibilities

Your responsibilities will include:

• Welcoming guests and providing a warm and professional arrival experience.
• Completing guest check-in and check-out processes accurately and efficiently.
• Handling guest enquiries, requests and feedback with professionalism and care.
• Providing information about hotel facilities, services and local attractions.
• Processing guest payments and maintaining accurate Front Office records.
• Managing room allocations and guest requests in accordance with hotel procedures.
• Assisting with reservations and other Front Office administration as required.
• Coordinating with Housekeeping, Food & Beverage, Engineering and other departments to ensure guest requests are actioned promptly.
• Identifying opportunities to personalise the guest experience and exceed expectations.
• Handling guest concerns and assisting with appropriate service recovery.
• Maintaining a high level of knowledge of hotel services, facilities and current promotions.
• Following Front Office procedures, cash-handling requirements and hotel standards.
• Supporting the wider Front Office team during busy operational periods.
• Completing shift handovers and communicating important guest and operational information to colleagues.
• Performing other duties as required to support the smooth operation of the hotel.

About You

We are looking for someone who is genuinely passionate about people and takes pride in delivering exceptional guest service.

To be successful in this role, you will have:

• Previous Front Office, Reception or customer service experience is desirable.
• A genuine passion for hospitality and creating memorable guest experiences.
• Excellent communication and interpersonal skills.
• A warm, friendly and professional approach.
• Strong attention to detail and organisational skills.
• The ability to remain calm and solution-focused in a fast-paced environment.
• Confidence handling guest enquiries, requests and concerns.
• Good computer skills and the ability to learn hotel systems quickly.
• The ability to work effectively as part of a diverse and multicultural team.
• Flexibility to work across a variety of shifts, including mornings, evenings, weekends and public holidays.
• Previous experience with a hotel Property Management System will be highly regarded.

Most importantly, you will be someone who understands that great hospitality starts with making people feel welcome.

What's in it for you?

At Shangri-La the Marina, Cairns, we believe in developing our people and creating opportunities to build a rewarding career in hospitality.

We offer:

• The opportunity to work at an iconic five-star Cairns waterfront hotel.
• Career progression and development opportunities across the Shangri-La Group worldwide.
• Duty meals provided in our fully staffed and maintained team dining facility.
• CBD location on the Cairns waterfront.
• Accommodation discounts across the Shangri-La Group.
• Access to Shangri-La Academy for professional development and learning.
• Hotel performance-based discretionary bonus once a year.
• Additional staff discounts, offers and benefits.

Ready to welcome the world?

If you are passionate about guest service, enjoy meeting people from around the world and want to build your career with a globally recognised luxury hotel brand, we would love to hear from you.

Shangri-La the Marina, Cairns is an equal opportunity employer. We value diversity and inclusion and encourage applications from candidates of all backgrounds.