VIP Guest Experience Agent | Front Desk & Local Concierge

Accor Apartments & Realty; Queensland; On-site; AUD 50,000 - 62,000; Full time

Job summary

Colonial Group is seeking a Guest Experience Agent to warmly welcome guests and manage their stay from check-in through checkout.

You will collaborate with colleagues, resolve issues, and promote hotel services with a deep understanding of offerings. A flexible schedule, including nights and weekends, is required.

Qualifications

• Innovative approach to exceeding customer service expectations.
• Ability to collaborate within teams and work independently.
• Strong multitasking and organisational skills under pressure.
• Strong written and verbal communication abilities.
• Front desk/guest services experience is advantageous.
• Willingness to work a flexible rotating schedule including nights and weekends.

Responsibilities

• Roll out the red carpet of hospitality from check-in to check-out.
• Act as confidant in communicating with guests and colleagues for cohesive collaboration.
• Resolve guest challenges and turn dilemmas into positive outcomes.
• Promote hotel amenities and services with strong product knowledge.
• Share local knowledge about neighbourhood hotspots and attractions.
• Handle reservations and guest accounts accurately.

Skills

Customer service

Teamwork

Multitasking

Communication

Front desk experience

Flexibility

Job description

Purpose

As a Guest Experience Agent, you will play a pivotal role as the friendly face and warm welcome that sets the tone for our guests' entire stay. Your responsibilities span from the moment they check in to the time they check out, ensuring that you are at the forefront of delivering exceptional hospitality and creating memorable experiences for our valued guests.

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
• Promote hotel amenities and services by having a deep understanding of products and offerings
• Be the local legend, sharing information on neighbourhood hotspots and must-visit gems from your treasure trove of knowledge
• Display proficiency in accurately handling reservations and managing guest accounts

Skills and Experience

• Innovative approach to exceeding customer service expectations
• Skilled at collaborating within teams, as well as working independently
• Proven ability to multi task and thrive under pressure, supported by strong organisational and time management skills
• Proficiency in both written and verbal communication
• Previous experience in hotel front desk operations is a valuable asset
• Capable of embracing a flexible rotating schedule, including nights, overnights, weekends, and public holidays