Guest Service Agent

Pan Pacific Hotels Group has over 50 Hotels, Resorts and Serviced Suites worldwide. Our guests and our team are at the heart of everything we do. In Australia, Pan Pacific Hotels Group operates six hotels including PARKROYAL Parramatta, conveniently located in the epicenter of Parramatta's busy eat street. Featuring 286 guest accommodation rooms, 13 meeting spaces, Table 30, BAR30 & Bistro, PARKROYAL Parramatta is the best choice among Parramatta’s hotels.

We are seeking an experienced full time **Guest Service Agent** to join our team. The role will report to the Front Office Manager.

This is a great opportunity to work within a strong team to develop your career in a supportive and fun environment.

**Benefits**
- Attractive salary package
- Discount parking
- Hotel discounts through our global alliance program Discovery
- 50% off food and 50% off beverages at the hotel’s restaurant and Bar
- Discounted accommodation across worldwide Pan Pacific Hotels Group properties
- Ongoing learning and development through our learning experience platform
- Complimentary meal whilst on shift
- Health and Wellbeing - Employee Assistance Program & Discounted BUPA Health Cover
- Reward and Recognition Program

**The Role**:
The Guest Service Agent is responsible for the overall care, hospitality and service given to our guest/s throughout their stay. Your purpose, including but not limited to,
- Build and maintain strong working relationships with all departments in the hotel
- Offer all guests a friendly and efficient guest arrival and departure experience, tailored to the needs of the guest
- Assist walk-in guests, current and potential guests with reservations and future booking requests
- Welcome guests upon arrival, explain room types, describe our services, arrange wake-up calls, provide information about guest transport in the local area and taxi services.
- Ensure a high level of product knowledge of the hotel and its surrounds is maintained at all time
- Making sure that on your shift you are fully briefed about incoming and outgoing guests and any possible issues which may occur, thus ensuring seamless service delivery.
- Maintain front desk stock e.g. Pens, luggage/valet tags, keys/key wallets and staples/stapler to be readily available at all times
- Assist the Chief Fire Warden and designated First Aid Officer in any emergency situation, as directed
- To ensure all lost property items are handled with the upmost care and attention in accordance with all relevant standard operating procedures (SOP)
- To monitor and ensure that all preferences for incoming guests are taken care of, prepared and ready prior to arrival\
- Maintain and update guest history with correct and relevant contact information, guest feedback and preferences and guest’s requests

**The successful applicant will have**:

- Availability to work a 7 day rotating roster including weekends and public holidays
- Demonstrated experience with Opera (training provided)
- Experience in a similar role will be advantageous.
- Strong communication and listening skills
- The ability to build rapport with team members and guests
- A guest service focus and enjoy leading a team
- A Responsible Service of Alcohol certificate (essential)
- First Aid certificate is essential

Everything we do at PARKROYAL Hotels & Resorts - what guests can see, and can’t - is the service of our people. We are an equal opportunity employer and because we want you to feel empowered to realize your full potential, we find joy in ensuring that the best in us, brings out the best in you.

**Salary**: $60,070.00 per year

Application Question(s):

- Do you have customer service experience?

Licence/Certification:

- Do you hold a current (RSA) certificate? (required)

Work Authorisation:

- Australia (required)

Ability to Commute:

- PARRAMATTA, NSW 2150 (required)

Work Location: In person