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Senior Guest Services Officer

2 weeks ago

Lismore Far North Coast, Australia Reflections Holidays Full time $104,000 - $130,878 per year

About Us

At
Reflections Holidays, our purpose is to share nature's playground with our
guests in a way that gives back to our communities and nurtures the
environment.

We
proudly care for 40 unique destinations, all located on iconic NSW Crown Land.
Our focus is on creating memorable experiences, not just for our guests, but
also our team. As NSW largest holiday park operator, our unique,
nature-inspired offerings really set us apart from the rest.

We are
proud to be the first holiday park group to be certified as a social enterprise,
so you can be assured that we do business for good. Our profits are aligned to
our purpose in four key ways – Social, Culture, Environment, and Economic.

The Role

This is a full-time Senior Guest Services position, located at Reflections Holidays, Evans Head.

The purpose of the role is to assist the Park Manager in supervision of the Guest
Service Officers within the park, ensure delivery of excellent
guest experience, and represent Reflections Holidays in a positive manner.

Key responsibilities of the role include:

  • Provide a
    high level of quality customer service including liaising with guests face to
    face and via telephone for bookings and enquiries including handling complaints
    by staff or guests.
  • Responsible
    for the opening and closing of office and kiosk/store.
  • Manage the
    day to day financial transactions including reconciliation and banking of
    monies.
  • Assist with
    guest reservations, cancellations, arrivals and departures.
  • Follow work
    health and safety procedures.
  • Undertake
    on-call duties including providing after hours support and responding to after
    hours enquiries where required.
  • Ensure
    operational procedures are followed.

About You

The successful candidate will be able to demonstrate
experience in:

  • A front
    office/reception setting, within a small team.
  • Customer
    service.
  • Food
    handling and preparation.
  • Housekeeping
    and/or cleaning, and stock control.
  • Administration
    and cash handling.
  • Rostering
    and supervising team members.
  • Complaint
    handling and conflict resolution.

Experience in the hospitality and/or tourism
industry is desirable.

To succeed in this role, you will have the
ability to:

  • Work
    productively and independently.
  • Deliver an excellent
    guest experience, strong communication skills and a professional phone manner.
  • Manage time
    to meet priorities.
  • Learn
    quickly, use initiative, and adapt to changing work environments.
  • Problem
    solve.
  • Lead others
    and support growth within a small team.
  • Utilise
    computer systems (including MS Office), reservation software, and CRM systems
    proficiently.
  • Provide flexible
    availability including weekends, peak holiday season, and public holiday.

The
Perks

  • Two free nights' accommodation;
  • A generous discount on personal travel to our parks;
  • A friends and family discount;
  • Parental leave gap payment;
  • Salary sacrifice and novated lease options;
  • Excellent wellbeing initiatives including Employee Assistance
    Program, annual flu vaccinations and Personal Plus Leave (which includes
    Birthday Leave);
  • Activities and events that foster a sense of connection and
    belonging;
    and
  • A comprehensive education and development program.

What Next?

Keen to
further explore the opportunity to become a Reflections Holidays team
member? We would love to get to know you

Select
'Apply Now' to share your resume and a one-page cover letter describing how you
meet our needs and we will be in touch.

Aboriginal and/or Torres Strait Islander people are encouraged to apply.