Guest Service Agent

About the business

Who are we?

Yeh's Group (YEHS Hotel) is a growing Australian-based independent chain with several locations in Sydney and Melbourne. We are still growing in other states and soon internationally.

YEHS Hotel Sydney Harbour Suites is a vibrant hotel centrally located in the heart of Sydney CBD. Only within walking distance to the Townhall Station, ICC Sydney, Darling Harbour and Westfield Shopping District neatly situated on Sussex Street.

We are currently looking for Full-Time staff for a Sydney-based role.

About the role

You will be joining this 150-room hotel located in the heart of Sydney CBD. Working alongside the Guest Service Supervisor and assisting them in maintaining the hotel to a high-quality standard.

We are looking for an enthusiastic applicant who knows how to get the best out of his/her team. Someone who leads by example by setting and providing the highest levels of customer service. A team player who enjoys the hospitality industry and wants to further their career.

Please note with written or verbal advisement; that we may place you in one of our other hotels in the portfolio due to internal staffing rearrangements.

Your responsibilities will include but are not limited to:

Agent

• Ensuring smooth, check-in and check-out for guests in a timely manner.
• Effectively communicating with all departments of the hotel to ensure customer satisfaction and operational requirements are achieved.
• Provide a high level of standards in service delivery.
• Superb interpersonal and communication skills in both written and oral.
• Answering calls in a professional manner
• Attend to enquiries including reservations and room inspection.

Supervisor

• In the absence of management, take responsibility and maintain a high level of service.
• Liaise with other departments in the hotel
• Contribute proactively to the business KPIs and exceed targets
• Take every opportunity to upsell the services of the hotels.
• Maintaining compliance with OH&S regulations and ensuring compliance with policies and procedures of all staff members.
• Answers guests' enquiry, handles complaints and attends to the needs of the guests.
• Approves and signs for allowances, rebates etc., as required by the onsite Financial Controller.
• Maintain and be guided by hotel policy on credit/lost and found hotel guests' properties.
• Follows up on credit check report, monitor revenue and cash flow, and liaise with the Finance Manager.
• Managing stock of front desk stationery and minibar product.
• Delegating duties on shifts.
• Fully conversant with all hotel emergency policies.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
• Checks on registration of arriving guests and ensures all information should be filled in.
• Gives the instructions to the Reception regarding walk-in guests and release room blocked because of no-shows.
• Responsible for group reservations, ensuring group rate, policy and payment were effectively followed up.

Benefits and perks

What we can provide you with:

• A relatively competitive salary
• As a growing company, we have plenty of positions to fill, and we will be looking at internal talents and internal promotions as a priority.
• Ongoing personal development and training.
• The ability to work interstate where possible, as we have presences in Sydney and Melbourne
• Discounted stays in the hotel portfolio throughout Australia and International locations to come.
• A friendly team environment.

Skills and experience

The successful candidate should possess the following:

• Outstanding customer service skills
• Have a passion for hospitality and learning.
• Excellent grooming and presentation skills
• The ability to work autonomously and juggle competing tasks under pressure.
• Previous experience in a senior/supervisory role, in a hotel Front Office capacity.
• Unlimited working rights and flexibility to work 38 hours a week, including a rotating roster that consists of the early, late, weekend and public holiday shifts.
• Minimum of 6 months hospitality industry experience required.
• Either tertiary qualification in hospitality or sufficient industry experience is acceptable.
• Relevant Hospitality software skills and general computer literacy are advantageous.
• Hold a current First Aid Certificate & RSA (Desirable but not essential)

If this sounds like something for you, please go ahead and apply below or send your cover letter and resume to

Please note, that while we value every application; unfortunately, we cannot respond to each candidate individually. We will only contact shortlisted candidates.