Guest Service Officer

6 months ago

Melbourne, Australia Hyatt Place Melbourne, Caribbean Park Full time

Summary

**About the Role**

The Guest Service Officer (GSO) creates an experience for our hotel guests by offering them a larger than home experience with welcoming, helpful and exceptional service, while maintaining a clean, comfortable and inviting environment.

**Your Core Purpose will be**:
Reporting to the Duty Manager, the GSO provides guests with an engaging check in and check out experience, by providing a friendly welcome. Go above and beyond to provide assistance to our guests, from directions, wake up calls, future reservations, restaurant reservations and any other guest request.

Duties include:

- Handle guest check ins/check outs in accordance with hotel credit/cash handling policies.
- Provide our guests with what they want at any time. Our guests will count on hosts to provide everything the gallery has to offer, whether it is food and beverages, assistance with meeting space, directions, transportation and any other guest requests
- Handle guest issues/complaints with courtesy, empathy and sincerity.
- On departure our GSO will engage with the guest one last time offering a friendly farewell along with an invitation back for future stays. The GSO will assist with any guest needs from calling a taxi, or providing driving directions
- To be able to use Opera and other property management systems
- Handle guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
- Ensure high standards of personal presentation and grooming.

**Qualifications**:
**What we are looking for**:

- Previous customer service experience
- Previous Front Office experience in a hotel
- Experience using Opera would set you apart from the rest
- Passionate about creating memorable guest experiences
- Exceptional communication skills and attention to detail
- Demonstrated ability to provide and improve customer service with both internal and external customers.
- A positive, enthusiastic attitude and the ability to work a flexible 7-day rotating roster

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