Service Excellence Lead

3 days ago

Sydney, New South Wales, Australia beBeeEmpowerment Full time $45,000 - $75,000
Guest Service Agent - Casual

At Atura Blacktown, our Guest Service Agents play a vital role in ensuring that our guests have an exceptional experience. They are responsible for anticipating and meeting the needs and desires of our guests, ensuring their room requirements are fulfilled, and maintaining the high standard of service we strive for.

Our ideal candidate will possess excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment. They will be able to work independently and as part of a team, with a strong focus on providing exceptional customer service.

As a Guest Service Agent at Atura Blacktown, you can expect a competitive salary package, along with opportunities for career growth and development. You will also be part of a dynamic and supportive team environment, where your contributions are valued and recognized.

Key Accountabilities:

  • Anticipate and attend to guest needs and desires immediately.
  • Offer warm and friendly greetings to hotel guests.
  • Process daily guest transactions and accounts accurately and efficiently.
  • Work with Housekeeping, Reservations, and Maintenance departments to ensure rooms are prepared for arriving guests.
  • Communicate guest special requests to relevant departments and follow up to ensure requests are fulfilled.
  • Promptly action all guest messages and facsimiles.
  • Communicate pertinent guest comments, particularly complaints, to management.
  • Be knowledgeable about local area information, services available at the hotel, and any special events taking place.
  • Have full working knowledge of current room rates and packages available.
  • Book, update, amend, and file reservations accurately and in a timely manner.
  • Participate in theoretical and on-the-job training sessions.
  • Comply with operational policies and procedures.
  • Maintain a clean and safe working environment.
  • Adhere to established workplace health and safety guidelines (WH&S).
  • Ensure protection and maintenance of operating equipment.
  • Complete assigned opening and closing duties.
  • Assist telephonists and back office personnel when required.

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