Night Auditor & Overnight Guest Service Specialist

Tfe Hotels Group; Western Australia; On-site; AUD 48,000 - 67,000; Part time

Benefits offered by this job

Exclusive hotel deals

Health insurance

Staff discounts

Wellness programs

Job summary

Oaks Perth Hotel is seeking a casual Guest Service Agent to deliver outstanding hospitality and guest support. You will welcome guests, assist with check-ins/check-outs, and provide local recommendations with warmth and professionalism.

The role requires flexibility for weekends and public holidays, with a rotating roster and shifts between 7:00am and 11:00pm. Join our team and contribute to memorable stays.

Qualifications

• Demonstrated background delivering high-quality service in hotel, hospitality, or customer-facing environment.
• Outstanding articulation across channels (in person, phone, email) with professional correspondence.
• Proactive, positive approach to guest needs and issue resolution.

Responsibilities

• Provide a warm, friendly reception and smooth check-in/check-out.
• Maintain clear communication with guests and colleagues across channels.
• Accurately process reservations and room updates using the property management system.
• Serve as primary contact for guests during their stay with personalised recommendations.

Skills

Hospitality experience

Customer service

Communication

Guest relations

Problem solving

Job description

• What Night Auditor Overnight Guest Service Spe...

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Overview
Minor Hotels is one of Australasia’s largest accommodation providers, managing over 70 properties in the region and a global portfolio of640 properties across more than 66 countries. Our brands, Anantara, Avani, Oaks, NH Hotels, NH Collection, nhow, and Tivoli, span six continents, including Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America. Joining Minor means partnering with a diverse, expanding global organisation offering boundless opportunities to thrive and succeed.

Oaks Perth Hotelare looking for a casual Guest Service Agentwho is passionate about providing excellent customer service to join the team. The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy.

Key Responsibilities Include:

• Provide a warm and friendly reception to guests upon arrival, ensuring a smooth and efficient check-in process while addressing any immediate inquiries or needs.
• Maintain clear and courteous communication with guests, colleagues, and stakeholders across various channels, including in-person, phone, and email, to provide exceptional service.
• Oversee the accurate processing of guest reservations, updates, and special requests, utilising property management systems to ensure seamless scheduling and availability.
• Act as a primary point of contact for guests throughout their stay, offering prompt assistance, resolving issues, and providing personalised recommendations to enhance their experience.

Shift Details (subject to change):

• Rotating roster across Monday to Sunday
• Shift times scheduled within7:00am to 11:00pm

Hourly Rates (excluding superannuation):
Monday - Friday: $34.96 per hour
Saturday: $41.96 per hour
Sunday: $48.95 per hour

Qualifications
To be successful in this role, you will require the following:

• Demonstrated background in delivering high-quality service within a hotel, hospitality, or customer-facing environment.
• Exceptional ability to articulate information clearly and effectively across various mediums, ensuring precise and professional correspondence.
• Consistently delivers an exceptional standard of service, exhibiting a proactive and positive approach to addressing guest needs and exceeding expectations.
• Passionate about creating positive guest experiences, with a focus on attentive service and resolving issues efficiently.
• Maintains a polished and professional presentation, reflecting the values and standards of the organisation.
• Fully committed to a dynamic work schedule, including the ability to work weekends, public holidays, and varying shifts to meet operational requirements.

Additional Information
At Minor Hotels, we value our people as the heart of our success. Joining Minor means, you’ll enjoy a rewarding package designed to support your professional growth, wellbeing, and work-life balance:

• Career Growth: Learning and developmentprograms to boost your career.
• Exclusive Hotel Deals: 50% off stays at Minor Hotels in Australasia; 20% off for friends and family.
• Global Perks: International accommodation discounts across our hotel brands.
• Retail Rewards: Cashback and discounts at 400+ top retailers in AU/NZ.
• Experiences: Discounted entertainment and activities.
• Banking and Insurance: Exclusive health insurance offers and workplace banking benefits.
• Generous Leave: Parental and birthday leave.
• Wellness Boost: EAP and tailored wellness support.

Our people drive the success of our business; We are a dynamic organisation dedicated to delivering exceptional guest experiences. We invest in your skills and foster a workplace culture that celebrates innovation, collaboration, and personal growth.

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Purpose As Guest Service Agent/ Night Audit, your role is pivotal in shaping our guests' entire stay, from the warm welcome at check-in to the seamless checkout process. During the night shift, you transition into the role of a financial detective, adeptly handling late-night inquiries and ensuring our hotel's distinguished service reputation remains intact. Primary Responsibilities Roll out the red carpet of hospitality, ensuring every guest feels like a VIP from check-in to check-out Confidant in communicating with guests and colleagues to ensure cohesive collaboration Conquer challenges alongside guests, transforming dilemmas into success stories Work closely with security to keep a watchful eye on the building's security systems, contributing to a safe and secure environment for guests and staff alike Be the local legend, sharing information on neighbourhood hotspots and must-visit gems from your treasure trove of knowledge Take charge of the reception desk duties and manage the crucial night audit process, ensuring that nightly reports are accurate and up to date Display proficiency in accurately handling reservations and managing guest accounts Skills and Experience Innovative approach to exceeding customer service expectations Skilled at collaborating