Guest Services Specialist

2 weeks ago

Melbourne, Victoria, Australia The Lyall | South Yarra Full time $60,000 - $80,000 per year

Are you passionate about hospitality and guest service excellence? The Lyall South Yarra, Melbourne's original boutique hotel, is seeking a dedicated and experienced Guest Service Agent for our Front Office team. If you thrive in a fast-paced environment, excel at problem-solving, and are committed to providing exceptional guest experiences, we want to hear from you

About Us:
 The Lyall, S. Yarra is Melbourne's original boutique hotel, renowned for its timeless elegance and exceptional service. Located in the heart of South Yarra, our hotel offers a luxurious and personalised experience to our guests. We are seeking a dedicated and experienced Guest Service Agent for our Front Office team to uphold our commitment to excellence and ensure that every guest enjoys a memorable stay.

Position Overview:
Multiple roles available Casual/Part-time or Full Time - Guest Service Agent, Night Auditor - Front Office, you will be responsible for providing outstanding customer service and ensuring the smooth operation of the front desk. Your primary goal will be to create a welcoming and comfortable environment for our guests while maintaining the high standards of service and hospitality for which The Lyall is renowned.

Key Responsibilities:

  • Guest Service:
     Provide outstanding customer service and address guest inquiries, requests, and concerns.
  • Front Desk Operations:
     Perform check-ins and check-outs, assist with reservations, and manage guest accounts, Assist guests with luggage, escort them to their rooms, and ensure their needs are met upon arrival and departure, helping guest with valet parking service, assist guests with booking tours, making restaurant reservations, and providing information about local attractions and services.
  • Problem-Solving:
     Handle guest complaints and resolve issues promptly, demonstrating excellent resolution skills.
  • Team Collaboration:
     Communicate effectively with other departments to coordinate guest services and resolve issues that may arise.
  • Reports:
     Generate and distribute reports related to occupancy, revenue, and other front desk-specific metrics.
  • Emergency Response:
     Respond to emergency situations promptly and effectively, ensuring the safety and security of guests and staff. This includes coordinating with emergency services and following hotel protocols.

Qualifications:

  • Previous experience in a similar role within the hospitality industry is preferred.
  • Exceptional customer service and communication skills.
  • Ability to work independently and make decisions under pressure.
  • Strong problem-solving abilities.
  • Proficient in computer systems and property management software.
  • Availability to work various shifts, including mornings, evenings, weekends, and holidays.

Benefits:

  • Competitive salary.
  • Opportunities for professional growth and development.
  • A supportive and friendly work environment in a boutique hotel setting.

If you are a dedicated professional with a passion for hospitality and the ability to thrive in a guest service role, we encourage you to apply. Join our team at The Lyall, where we pride ourselves on delivering unparalleled guest experiences in the heart of Melbourne's South Yarra.

How to Apply:
 Interested candidates are invited to submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for the Guest Service Agent or Night Auditor position. We look forward to welcoming you to our team

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