Senior Guest Service Agent

Oaks Hotels & Resorts NT Pty Ltd; Darwin; Sur place; AUD 51 000 - 71 000; Temps partiel

Avantages offerts par ce poste

Career progression

Employee discounts

Healthcare benefits

Leave entitlements

Wellness programs

Team events

Résumé du poste

Oaks Darwin Elan Hotel in Australia is seeking a casual Senior Guest Service Agent with proven front office experience to join our team. You will lead by example, mentor junior agents, and ensure guests receive warm, professional service throughout check-in and check-out.

As a senior team member, you will manage reservations, communicate across in-person, phone, and email channels, and resolve guest issues with confidence.

Qualifications

• Proven senior-level front office experience.
• Ability to mentor team members and lead by example.
• Strong communication across in-person, phone and email.
• Opera Cloud experience highly regarded.

Responsabilités

• Deliver warm reception and efficient check-in/out processes.
• Lead by example in guest service and clear communication.
• Oversee reservations and updates using the property management system.
• Act as primary contact for guest escalations with personalised solutions.
• Support training and development of Guest Service Agents.
• Work independently across rotating shifts with minimal supervision.

Connaissances

Front office experience

Leadership

Opera Cloud

Guest service leadership

Outils

Opera Cloud

Description du poste

Overview Minor Hotels is one of Australasia's largest accommodation providers, managing over 70 properties in the region and a global portfolio of 640 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 Darwin Elan Hotel are looking for a casual Senior Guest Service Agent who brings proven front office experience, leadership qualities, and a passion for delivering exceptional guest experiences to join the team. As a senior team member, your high standards of service, problem-solving skills, and ability to mentor others will ensure guests leave with a lasting impression of excellence.

Key Responsibilities

Deliver a warm and professional reception to guests upon arrival, ensuring efficient check-in/out processes while anticipating and addressing individual needs.

Lead by example in providing exceptional guest service, maintaining clear and professional communication across in-person, phone, and email interactions.

Oversee accurate processing of reservations, updates, and special requests, utilising property management systems with precision and efficiency.

Act as the primary point of contact for guest escalations, confidently resolving issues while providing personalised solutions and recommendations.

Support the training, mentoring, and development of Guest Service Agents to uphold service standards and enhance team performance.

Work independently during shifts with minimal supervision, ensuring smooth front office operations and taking ownership of guest needs.

Shift Details (subject to change)

Rotating roster across Monday to Sunday. Shift times scheduled either 7.00am - 3.00pm or 3.00pm - 11.00pm. Occasional night shifts may be required on an ad-hoc basis.

Hourly Rates (excluding superannuation)

Monday - Friday: $36.81 per hour
Saturday: $44.18 per hour
Sunday: $51.54 per hour

Qualifications

Proven senior-level experience in front office or customer-facing roles, delivering exceptional guest service, independently managing complex situations, and leading by example.

Strong proficiency in property management systems, with Opera Cloud experience highly regarded.

Exceptional communication skills, with the ability to articulate information clearly and professionally across all mediums.

A proactive and confident approach to resolving guest issues, consistently exceeding expectations through sound judgement and effective problem-solving.

Experience in mentoring or guiding junior team members, leading by example to uphold service standards and operational excellence.

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.

What We Offer

• Career Growth: Learning and development programs 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.

Minor International is one of the largest hospitality and leisure companies in the Asia Pacific region. Today Minor International has a global presence with hotels and resorts, restaurants and retail shops across Asia, the Middle East, Africa, Europe, the Americas and Australasia. When Passion Meets Growth, Opportunity Sparks. At some point, we all hit a ceiling, and few have the passion or opportunity to break through. At Minor, we’ve made it our mission to encourage our people to push boundaries in search of opportunity and achieve their fullest potential. When the business grows, so do our people.