Guest Experience Ambassador

3 days ago

Gold Coast, Queensland, Australia beBeeGuestService Full time $60,000 - $80,000

Delivering Exceptional Guest Experiences

The role involves efficiently managing the hotel's communication systems, handling guest inquiries, and addressing requests with professionalism and care.

This position requires going beyond answering calls – it's about creating a memorable, personalised experience for each guest. The team is empowered to take initiative, anticipate needs, and ensure that every interaction contributes to an exceptional stay.

Key Responsibilities:

  • Answer and route all incoming and outgoing calls in a prompt, professional, and courteous manner, upholding the hotel's communication standards.
  • Respond to guest questions and requests regarding hotel services, facilities, and local attractions, or direct them to the appropriate department for further assistance.
  • Assist guests with making dining reservations, confirm bookings, and provide information on the hotel's dining options.
  • Direct guest room service orders to the appropriate department and follow up to ensure timely delivery.
  • Accurately log and schedule guest wake-up calls, ensuring that guests are called at their requested times.
  • Monitor and handle emergency calls, following safety procedures and notifying Duty Manager as required.
  • Act as a liaison between departments to relay guest requests and ensure prompt service.

Requirements

Proficiency in utilizing Opera Cloud Property Management System (PMS) is necessary for looking up guest information, logging requests, and updating guest profiles.

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