Guest Experience Specialist

2 days ago

Gold Coast, Queensland, Australia beBeeHospitality Full time $45,000 - $65,000

Delivering exceptional guest experiences is at the heart of this role.

About the Job

We are seeking a highly skilled and efficient individual to join our team as a Guest Services professional. As a key member of our hospitality team, you will be responsible for crafting an outstanding experience for our guests by effectively managing our telephone system, handling inquiries, and addressing requests with professionalism and care.

This is an excellent opportunity to work in a fast-paced environment where no two days are the same. You will have the chance to develop your skills and knowledge in a supportive and dynamic team.

Main Responsibilities
  • Answer and route all incoming and outgoing calls in a prompt, professional, and courteous manner, ensuring our communication standards are upheld.
  • 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 our 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 our safety procedures and notifying the Duty Manager as required.
  • Act as a liaison between departments to relay guest requests (e.g., housekeeping, maintenance, or food & beverage) and ensure prompt service.

Requirements

  • Familiarity with Property Management Systems (PMS) such as Opera Cloud, particularly Seven Rooms, to look up guest information, log requests, and update guest profiles.

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