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Guest Service Agent

2 weeks ago

Melbourne, Australia Hotel Grand Chancellor Melbourne Full time

Hotel Grand Chancellor Melbourne is a busy boutique style upscale hotel of 160 rooms with a dedicated conference floor boasting 5 conference rooms in the Melbourne CBD. Our team members are dedicated and passionate and we have an exciting opportunity for a full time Guest Service Agent to join our team.

Reporting to the Front Office Duty Managers, the Guest Service Agent will support the efficient day to day operations of the Front Desk. The successful individual will be passionate about providing a warm, welcoming and professional guest service. You will be required to follow efficient check-in and check-out procedures whilst being able to identify improvements in processes. This position is the perfect opportunity to be part of a supportive, friendly and passionate team and progress your Hotel Management career.

Key responsibilities for the role include:

- Provide efficient service for guest registrations and departures
- Settle guest accounts, ensuring cashiering is accurate
- Adhering to all credit and accounting procedures
- Manage guest grievances in a professional and timely manner
- Store and retrieve guest luggage as required or requested in accordance with established procedures
- Ensure across daily hotel functions, groups, conventions and tours
- Work closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests
- Attend to all incoming calls in a professional and polite manner
- Responsible for handling guest requests
- Process guest mail, messages and deliveries as requested
- Provide tourist information to guests and make reservations for sightseeing tours, restaurants, the cinema and live entertainment
- Any other ad hoc responsibilities as required

To succeed in this role you will not only be reliable and a great communicator but will also possess the following attributes:

- Have sound organisational skills with the ability to prioritise
- Extensive experience in Guest or Customer Service
- Ability to work autonomously as well as part of a team
- A team player attitude and ability to build positive working relationships
- Ability to adhere to strict policies and procedures
- Ability to pick up new software systems and programs
- High level of accuracy and attention to detail
- High level of confidentiality

This role is offered on a permanent full-time basis and your availability to work a rotating roster is required, this includes days, nights, weekends and public holidays.

If this is the opportunity you have been waiting for, please forward your resume and cover letter detailing your relevant experiences and why you believe you will be the right fit for this position.

Please note, only successful applicants will be contacted.