Guest Experience Agent

Our Story  

Over the last forty years, this family company has grown from its remote accommodation beginnings, to become the highly regarded organisation behind a broad range of properties with names familiar and dear to many people.   The Prendiville Group owns and operates numerous iconic tourism, hospitality and entertainment facilities. Represented in a host of different environments, from the red earth mining centre of Karratha, to the lush vineyards of the South West, to the blue waters and white beaches of Rottnest Island, and the rich port heritage of Fremantle.

Samphire Rottnest, located on the premiere tourist destination Rottnest Island, hosts 80 suites, pools, unique dining options, and a range of indoor/outdoor function spaces, overlooking breathtaking views of Thomson Bay. We are entering a new and exciting era and are looking forward to building our team in support of this.    

A Prendiville Group hotel will take you to some of Australia's most awe-inspiring destinations; from pristine beaches, lush vineyards, island get aways and red earth outback adventures.

The Role

As our Guest Experience Agent, you will deliver professional and courteous service to ensure every guest enjoys an exceptional stay at Samphire Rottnest. You'll be responsible for efficiently managing guest interactions, ensuring our guest are satisfied and delighted with every aspect of their experience. Situated on this unique island, you'll embrace and promote the holistic experience of staying with us—showcasing the warmth of our hospitality while celebrating the charm of local island life.

To be successful in this role, you'll bring a genuine passion for hospitality and a natural ability to create memorable experiences for every guest. You will thrive in a fast-paced environment where attention to detail, empathy, and clear communication make all the difference.

Your proactive approach will help you anticipate guest needs and consistently deliver service that goes above and beyond expectations. A positive attitude, teamwork, and a strong sense of ownership are key to ensuring every guest leaves with a lasting impression of warmth and excellence.

Key Responsibilities

• Being the first point and coordinating VIP check-ins, reviewing reservations, conducting pre-arrival calls, and overseeing all guest experience activities.
• Keeping detailed records of guest preferences (room type, special occasions, specific requirements) to enable excellent customer service for return stays.
• Greeting any/all guests upon arrival and making them feel welcomed.
• Being a source of information to guests on various matters such as transport, restaurant advice, tour bookings and Island information.
• Providing front desk services to guests.
• Organise appropriate arrangements for guests whose transfer and travel arrangements have been disrupted by weather and or any other delays.
• Assist with overseeing daily guest communications.

About You

• Previous experience working in a Front Office Guest Service Agent role is advantageous.
• Excellent personal presentation and attention to detail
• Strong communication and organizational skills
• Confidence in using hotel-based computer systems.
• Experience with RMS or other Property Management System is a plus
• The ability to work a rotating roster (including weekends and public holidays)

Benefits

• Access to The Master Key program Unlock a range of rewards across all of the Prendiville Group venues.
• 2 meals provided daily - opt in/out program
• Endless views & 63 beaches to explore across the island (there's even a pink lake).
• Monthly ferry tickets to explore the mainland and shake out your sea legs.
• Opportunity to progress in your career across the Prendiville Group.
• Range of staff events and recognition programs.

Note: This is a daily commuter role, with ferry departures available from Fremantle or Hillarys.