Customer Liaison Specialist

6 days ago

Perth, Western Australia beBeeGuestExperience Full time $55,000 - $75,000

Job Role: The Guest Experience Expert plays a crucial role in ensuring that every guest has an exceptional experience at our hotel.

Key Responsibilities:

  • Provide guests with a warm and sincere greeting, engaging them in conversation regarding their stay, property services, and area attractions/offerings.
  • Process all guest check-ins by confirming reservations, and issuing and activating room keys.
  • Coordinate with Housekeeping to track readiness of rooms for check-in.
  • Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
  • Process all payment types such as room charges, cash, checks, debit, or credit.

Service Experience:

  • Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines.
  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
  • Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Concierge Services:

  • Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
  • Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Club Concierge Services:

  • Monitor club lounge for seating availability, service, safety, and wellbeing of guests.
  • Maintain cleanliness and condition of bar, bar unit, tables, and other tools.
  • Prepare and serve hot, cold, and/or alcoholic beverages. Stock ice, glassware, and supplies.
  • Wash dishes and serving utensils as needed.
  • Complete opening and closing duties. Requisition all necessary supplies, transporting supplies from storeroom to bar set-up area as required. Secure liquors, beers, wines, coolers, cabinets, and storage areas.
  • Document pertinent information in department logbook.
  • Forecast additional meal requirements and communicate special requests to the kitchen.

Requirements:

  • Responsible Service of Alcohol certification is mandatory
  • I'm Alert Food Safety Certification from City of Perth is required
  • Experience working in customer service role is desirable
  • Possession of excellent communication skills is essential
  • Unrestricted working rights for Australia are necessary

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