Guest Service Officer-australia First In-terminal

About the Company

Hello Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

Our promise to you:

- We will respect and value your background and perspectives
- We will work together with integrity
- We will share our incredible pride for job, company and industry

What we ask of you:

- Bring passion to all that you do
- Listen, move fast and think innovatively
- Speak up, have ideas and share them
- Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Join our family today.

Together, we'll make travel better.

The role will manage but not limited to:

- 15 rooms AEROTEL Sydney located on the landside of the Airport
- Plaza Premium Lounge within the AEROTEL Sydney that offers Lounge Seating, Shower Facilities and Food & Beverage.

What you'll be doing
- Process all guest check-ins by confirming reservations, assigning room and issuing room key, process all check-outs including cashiering in a professional manner.
- Answer telephones using appropriate etiquette.
- Answer, record and process all guest calls, wake-up calls, messages, requests, questions or concerns.
- Assisting with guests’ enquiries on hotel and lounge services and information.
- Seek and respond to guest feedback in order to achieve positive outcomes and high levels of customer satisfaction.
- Taking appropriate action to resolve guest complaints, monitor comments on external sites.
- Manage cashier closure including processing of invoices and receipts at the end of the shift according to Finance requirements.
- Adheres to Hotel and Lounge Service Quality Standards and Operating Manuals.
- Manage other task as assigned by senior management.
- Excellent attention to details.
- Responds swiftly and effectively in any hotel and lounge emergency or safety situations including Occupational, Health and Safety guidelines.

About You
- 2 years in Front Office Receptionist role experience in a 4 or 5 Star chain hotel.
- Mandatory Front Office background and has the capability to do check in and check out using the property management system.
- F&B Experience would be an added advantage with experience in Food and Beverage outlet or Lounge.
- Understands reservations, tier pricing and booking channels.
- Excellent communication skills with ability to present clear and concise information to different stakeholders.
- Strong interpersonal skills.
- Fluent written and spoken English.
- Problem solving ability on both operational and/or strategic areas.
- Ability and flexibility to work various rostered shifts, including early mornings, late evenings, weekends and public holidays.
- Have a valid Responsible Service of Alcohol (RSA) Certificate or willing to obtain one.

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 30-38 per week

**Benefits**:

- Employee discount

Schedule:

- Afternoon shift
- Day shift
- Evening shift
- Night shift
- Public holidays
- Rotating roster
- Weekend availability

Ability to commute/relocate:

- Mascot, NSW: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Diploma (preferred)

Licence/Certification:

- (Responsible service of alcohol) RSA Certificate (preferred)

Work Authorisation:

- Australia (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)