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Guest Service Representative

1 month ago

Cairns City, Queensland, Australia Shangri-La Cairns Full time

We are seeking a charismatic Guest Service Representative to join our team at Shangri-La The Marina, Cairns. This role involves providing exceptional service within our Front Office department at a 5-star level.



The Hotel

Shangri-La The Marina, Cairns is a luxury five-star hotel located beside Marlin Marina and Trinity Inlet in the heart of Cairns. With 255 guest rooms, 18 function venues and extensive food and beverage facilities, the hotel is part of a leading international company with more than 100 hotels and resorts worldwide.



The Role

As a Guest Service Representative, you will have excellent organizational and communication skills, a high standard of personal presentation and a true understanding of unparalleled customer service.



Successful candidates will also possess the following:




  • Proven experience in a Front Office Role
  • Experience with OPERA PMS essential
  • Professionalism and pride within their personal grooming
  • Valid working rights in Australia
  • Ability to greet guests and checking them in and out of the hotel.
  • Ability to answer phone calls and respond to guest inquiries.
  • Ability to provide information about the hotel and its amenities, as well as local attractions and events.
  • Ability to assist guests with their luggage and provide concierge services, such as booking transportation, making restaurant reservations, and arranging for tours and activities.
  • Ability to handle guest complaints and resolve issues in a timely and professional manner.
  • Ability to process payments and maintain accurate records of guest transactions.
  • Dedication to ensure the lobby and other public areas are clean and well-maintained.
  • Ability to coordinate with other hotel staff, such as housekeeping and maintenance, to ensure guest requests are fulfilled promptly.
  • Dedication to maintain a professional and courteous demeanor and represent the hotel in a positive light to guests and visitors.
  • Capacity to ensure that all guest requests and preferences are met promptly and efficiently.
  • Capacity to adhere to all safety and security procedures, including reporting any suspicious activity or hazards.
  • Willingness to perform other related duties as assigned by management.


What's in it for you:

In return for your passion and commitment, we offer a great hourly rate, excellent staff facilities and benefits and the career opportunities are endless, as per below:




  • Excellent staff benefits; Car parking, dry cleaning allowance, generous Accommodation benefits and F&B discounts across the group
  • Duty meals provided in fully staffed and maintained staff canteen.
  • Five-star hotel in CBD location on the Cairns waterfront.
  • Shangri-La Academy offering lifelong development programs.
  • Other Staff discounts, offers and more