About the Role
- Handle guest inquiries, concerns, and complaints promptly and effectively.
- Maintain accurate records of room inventory, reservations, and financial transactions.
- Collaborate with other departments to ensure seamless guest experiences.
- Assist with managing room allocations, rates, and availability.
- Monitor and optimize guest satisfaction scores through proactive measures.
- Ensure compliance with hotel policies, procedures, and safety regulations.
$ads={1}
About You
- Previous experience in a hotel front office department or similar.
- Exceptional interpersonal and communication skills.
- Strong problem-solving and decision-making abilities.
- Proficient in using hotel management systems and software.
- Excellent organizational and time management skills.
- Ability to work effectively in a fast-paced and high-pressure environment.
- Flexibility to work various shifts, including weekends and holidays.
- Customer service-focused mindset with a genuine desire to exceed guest expectations.
Duties and Responsibilities:
- Welcome guests to the hotel with a warm and friendly approach, providing a positive first impression.
- Assist guests with check-in and check-out procedures, ensuring accuracy in collecting guest information and processing payments.
- Handle guest inquiries promptly and professionally, providing accurate information about hotel facilities, services, and local attractions.
- Maintain a neat and organised front desk area, including the lobby and reception area, to create an inviting and pleasant atmosphere for guests.
- Respond to phone calls, emails, and other forms of communication promptly and efficiently, ensuring excellent customer service at all times.
- Assist in making reservations, managing room inventory, and maximising room occupancy while adhering to hotel policies and procedures.
- Provide recommendations and assistance to guests in planning their itineraries and activities during their stay.
- Handle guest complaints and concerns with professionalism and a problem-solving mindset, escalating issues to the appropriate personnel when necessary.
- Maintain a thorough knowledge of the hotel's services, amenities, and special promotions to effectively upsell and cross-sell to guests.
- Ensure accurate billing and invoicing for guest accounts, maintaining confidentiality and security of financial information.
- Keep abreast of hotel policies, procedures, and safety regulations to provide accurate information and ensure compliance.
- Handle emergency situations calmly and efficiently, following established protocols and notifying the appropriate personnel.
- Collaborate with the hotel's front office team to achieve high levels of guest satisfaction and operational efficiency.
- Attend training sessions and meetings as required to enhance skills and stay updated with the latest industry trends.
Qualifications and Skills:
- Excellent verbal and written communication skills.
- Strong interpersonal skills and the ability to provide exceptional customer service.
- Attention to detail and the ability to handle multiple tasks efficiently.
- Proficient computer skills, including experience with hotel management software and Microsoft Office Suite.
- A positive attitude and a passion for providing outstanding guest experiences.
Job Types: Full-time, Casual
Salary: $55,000.00 – $65,000.00 per year
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Cairns City, QLD 4870: Reliably commute or planning to relocate before starting work (Required)
Work Authorisation:
- Australia (Preferred)
Work Location: In person
$ads={2}
