Night Guest Experience Agent

18 hours ago

Sydney, New South Wales, Australia beBeeGuest Full time $39,144 - $45,768

Are you a hospitality expert looking for a new challenge? We have the perfect opportunity for you

We are seeking an exceptional Night Guest Experience Agent to join our team. As a key member of our front-of-house staff, you will play a crucial role in ensuring that every guest has a memorable and enjoyable stay.

The ideal candidate will possess excellent communication skills, be able to work well under pressure and have a genuine passion for delivering outstanding customer service.

Key Responsibilities:
  • Provide Quality Service: Respond to guest requests promptly, efficiently and courteously throughout their stay.
  • Assist Night Manager: Support the Night Manager with all overnight key responsibilities, including maintaining control of guest and hotel accounts and ensuring all charges are accurate and posted on a timely basis.
  • Maintain Security Procedures: Implement strict security procedures for credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
  • Communicate Effectively: Maintain communication channels between guests and all hotel departments, both verbally and in writing as required.
  • Operate Hotel Phones: Operate hotel phones effectively, handling all calls promptly and professionally, greeting all callers according to policy and transferring all calls to relevant departments responding to requests quickly and efficiently.
  • Document Messages: Document accurately all internal and guest messages and distribute according to specified hotel procedure.
  • Main Internal Phone List: Maintain an accurate internal phone list for accurate transfer of calls.
  • Screen Calls: Assist, as required, to screen calls for reservations and ensure accurate, up-to-date information is given.
  • Promote Hotel Facilities: Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
  • MGallery Values: Ensure every guest interaction is handled in line with the MGallery values and service standards.
Your Experience and Skills:
  • Service Focused Personality: A service-focused personality is essential; experience is an asset.
  • Prior Experience Working with Opera: Prior experience working with Opera is preferred.
  • Language Skills: Fluency in English; additional languages are a plus.
  • Telephone Manner: An excellent telephone manner.
  • Customer Expectations: Ability to exceed customer expectations.
  • Time Management: Excellent time management skills.
  • Pressure Handling: Ability to work well under pressure in a fast-paced environment.
  • Teamwork: Ability to work cohesively and collectively as part of a team.
  • Overnight Roster: Ability to work on an overnight roster.

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