Guest Services Agent

20 hours ago

Drysdale Victoria Australia The Q Train Full time $45,000 - $65,000 per year

POSITION SUMMARY:

Seeking a detail-oriented, customer-focused teammate to handle bookings and guest interactions with a smile. As our Bookings Officer, you'll be the friendly voice and organisation wizard behind our reservations, creating smooth and memorable experiences for our guests. This part-time opportunity is perfect for someone who loves staying organised, communicating clearly, and making each visitor feel welcome.

Reservations & Customer Support

  • Manage a busy flow of reservations via phone, email, OTAs, and our booking platform — with accuracy and care.
  • Respond to guest questions warmly and clearly, guiding them through options and making sure they feel supported from first contact to booking confirmation.
  • Handle changes, cancellations, payments, and gift vouchers in line with our policies.
  • Keep your cool and stay professional, even when the day gets busy.

Guest Experience & Communication

  • Make every interaction friendly, welcoming, and inclusive, reflecting The Q Train's positive vibe.
  • Listen carefully to guests' needs and pass along important details to ensure seamless service from start to finish.
  • Use your top-notch communication skills—both written and verbal—to create a memorable guest journey.
  • Always aim to go above and beyond, making each guest feel valued and cared for.

Operations & Administration

  • Spot potential issues early, like double bookings or low attendance, before they become problems.
  • Share your ideas to improve our reservation process and make our guests' experience even better.
  • Keep our FareHarbor records accurate and up to date, adapting to any system or process updates.

What Your Day Might Look Like

  • Answering calls and emails, helping guests book, and sharing transport information.
  • Using FareHarbor and Xero to process bookings, payments, and changes, and preparing reports.
  • Collaborating with the Kitchen and Front of House teams to ensure guest requests are fulfilled smoothly.
  • Maintaining reservation data to ensure everything runs smoothly.
  • Resolving guest concerns quickly and gathering feedback to improve their experience.
  • Assisting with admin tasks as needed; no day is the same

Skills & Experience

What You Bring:

  • Previous experience in reservations, bookings, or customer service (hospitality or tourism experience is a bonus).
  • Familiarity with booking platforms like FareHarbor is highly regarded.

Your Strengths:

  • Bright, friendly, and enthusiastic personality with a genuine love for helping others.
  • Confident, clear, and warm phone manner.
  • Organised, detail-oriented, and proactive.
  • Comfortable using Microsoft Office (especially Outlook).
  • Passionate about delivering top-tier customer service and creating positive experiences.

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