Customer Experience Specialist

2 weeks ago

Gold Coast, Queensland, Australia beBeeService Full time $60,000 - $80,000
Guest Service Agent Role

We are seeking a highly skilled Guest Service Agent to join our team. In this dynamic and fast-paced role, you will be the first point of contact for our guests and will play a crucial part in delivering exceptional service that reflects our standards.

The ideal candidate will have excellent communication skills, a positive attitude, and the ability to work well under pressure. You will be responsible for providing warm welcomes, handling enquiries, and tailoring the guest experience to generate revenue through upselling, cross selling, repeat business, and promoting in-house services.

Key Responsibilities:

  • Interact with guests and groups on the phone, email, and online booking systems, creating accommodation and restaurant reservations, IRD orders, housekeeping requests, and enquiries.
  • Maintain an up-to-date knowledge on resort services, accommodation rates, amenities, promotions, availability, pricing, and policies.
  • Assist guests to check-in/out, confirm and process reservations, complete pre-arrival checks, follow-up late arrivals, changes, or cancellations, monitor room blockings, report pick-ups, VIPs & upgrades.
  • Tailor the guest experience to generate revenue through upselling, cross-selling, repeat business, and promoting in-house services.
  • Maintain accurate records and booking systems, including PMS Opera, Micros, and SevenRooms.
  • Process payments, receipts, and record all monies.
  • Collaborate with the front office team and other departments, including housekeeping, kitchen, and food & beverage to communicate guest needs and ensure special requests are met in a timely and efficient manner.
  • Provide guests with attentive service, promptly and professionally resolving any issues that arise.

Requirements:

  • Excellent communication and interpersonal skills.
  • Able to work well under pressure and maintain a calm demeanor in challenging situations.
  • Strong problem-solving skills and ability to think creatively.
  • Ability to work flexible hours, including evenings, weekends, and public holidays.
  • Full availability and flexibility to work a rotating roster.

Benefits:

We offer a competitive salary package, including access to employee discounts, training opportunities, and career progression.

How to Apply:

If you are a motivated and customer-focused individual looking for a new challenge, please submit your application, including your resume and a cover letter outlining your relevant experience and skills.

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