Guest Service Agent

2 weeks ago

Newcastle, Australia Newcastle Apartment Hotel Full time

**About Us**:
Terminus Apartment Hotel offers 49 supremely comfortable serviced apartments bursting with personality, space and ample light. We boast immaculate accommodation with water views out your window and the best of Newcastle on your doorstep. Beaches are a short stroll away, as are art galleries, museums, coffee, shopping, cocktails - you name it, it's here

**The Role**:
Guest Service Agents are the first and last impression at the hotel. They are the central point of contact for guests and can really transform a stay into an experience. While the role includes check-ins, check-outs and occasional reservations, the real excitement comes from creating friendships with guests and creating memorable moments.

Reporting to the Front Office Manager, you will be responsible for exceptional customer service to our guests and residents by responding to their requests promptly, and providing them with an efficient check-in and check-out process. In this role you will be required to utilise the hotel PMS to accurately process and input all reservation types within the same working day. You will respond to guest calls promptly ensuring an outstanding guest experience and will maintain a positive selling approach. You will be required to maintain a high level of professionalism at all times, ensure guest confidentiality, and follow procedures and processes in regards to credit and cash transactions.

**About You**:

- You will pride yourself on your excellent verbal and written communication skills.
- You will have a constant professional approach, present well, be able to communicate effectively with a high level of attention to detail.
- You will ideally have knowledge of RMS, or other PMS systems.
- Your enthusiasm to provide our guests with an outstanding service will allow you to stand out from the rest.
- Available to work a 7 day rotating roster including late nights, weekends and public holidays. The current shifts available for this role will be predominantly weekday, afternoon/evening based (2pm - 10pm) with the occasional weekend or day shift required as per the business demands.

**Application Process**:
1. Explain a time or situation where you have dealt with conflict. What happened? How did you arrive at a solution?

2. Explain a time or situation where you have gone above and beyond to ensure complete guest/customer satisfaction was achieved? How did you achieve this?

**Job Type**: Casual

Pay: $21.38 - $38.62 per hour

Expected hours: 8 - 24 per week

**Benefits**:

- Employee discount
- Professional development assistance

Schedule:

- Afternoon shift
- Evening shift
- Rotating roster
- Shift work
- Weekend availability

Licence/Certification:

- RSA (required)

Work Authorisation:

- Australia (required)

Work Location: In person

Application Deadline: 31/05/2024

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