Senior Guest Service Agent

Oaks Hotels, Resorts & Suites; Darwin; On-site; AUD 51,000 - 71,000; Full time

Benefits offered by this job

Career growth

Hotel discounts

Global perks

Retail discounts

Experiences

Health insurance

Parental leave

Wellness support

Job summary

Oaks Darwin Elan Hotel is seeking a casual Senior Guest Service Agent with proven front office experience to deliver exceptional guest experiences and lead by example. You will oversee check-in/out, reservations, and guest escalations while mentoring junior team members.

The role requires flexibility for weekends and varying shifts (7:00am–3:00pm or 3:00pm–11:00pm) with potential night shifts. Opera Cloud experience is highly regarded.

Qualifications

• Senior-level front office or customer-facing experience required.
• Strong leadership and mentoring ability.
• Excellent communication across in-person, phone and email.

Responsibilities

• Deliver warm, professional reception and manage efficient check-in/out.
• Lead by example in frontline service and communicate clearly with guests.
• Oversee reservations, updates and special requests using the PMS.
• Resolve guest escalations with personalized solutions and recommendations.
• Mentor and develop Guest Service Agents to uphold standards.
• Manage shifts independently, ensuring smooth front office operations.

Tools

Opera Cloud

Job description

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.

Key Responsibilities Include

• 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 nights 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

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

• 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.