Hospitality Receptionist

2 weeks ago

Melbourne, Victoria, Australia Driftwood Hospitality Full time

We are seeking a highly skilled and experienced Front Desk Agent to join our team at Driftwood Hospitality. As a key member of our front office team, you will be responsible for ensuring our guests have an exceptional stay with us.

Company Overview

As a renowned hospitality management company, Driftwood Hospitality prides itself on empowering its associates to take initiative and contribute to the success of their property with well-defined strategies and objectives.

Job Summary

This position requires a highly motivated and organized individual who can work efficiently in a fast-paced environment. You will be responsible for greeting and registering guests promptly, providing excellent service, and closing out guest accounts efficiently. You will also be proactive in addressing any guest concerns or issues, ensuring our high standards of quality are met.

Essential Job Functions

  • Greet customers immediately with a friendly and sincere welcome, using positive and clear speaking voice, listening to understand requests, responding with appropriate action, and providing accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate, making appropriate selection of rooms based on guest needs, coding electronic keys, certificates, and coupons as required.
  • Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance as assigned house bank, accept and record vouchers, travelers' checks, and other forms of payment, performing accurate, moderately complex arithmetic functions using a calculator.
  • Promptly answer the telephone using positive and clear English communication, input messages into the computer, retrieve messages, and communicate the content to the guest, retrieve mail, small packages, and facsimiles for customers as requested.
  • Closing guest accounts at the time of check-out, ensuring guest satisfaction, researching and attempting to resolve problems within established guidelines, may include turning problem over to a supervisor.
  • Fielding guest complaints, conducting thorough research to develop effective solutions and resolving complications such as location changes or credit issues, listening and extending assistance to resolve problems such as price conflicts, insufficient heating and air conditioning, etc.

Requirements

  • High school diploma or equivalent
  • Prior hospitality experience preferred but not required
  • Excellent communication and customer service skills
  • Ability to multitask and work efficiently in a fast-paced environment
  • Basic computer skills and knowledge of hotel software

What We Offer

  • Competitive salary and benefits package
  • Opportunities for career growth and development
  • A dynamic and supportive work environment
  • Discounts on hotel stays and food and beverage

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