Guest Services Administration

1 week ago

Melbourne, Victoria, Australia Lancemore Hotel Group Full time

**Lancemore Milawa**, located in King Valley, is set at the base of the Alpine National Park and is nestled amongst award winning wineries with a backdrop of snowcapped mountains. Refurbished in 2023, and drawing inspiration from the local environment, the 40-room boutique hotel is a carefully curated space that is reimagining country luxury.

We are looking for a talented Customer Service "superstar" to join our team at our spectacular boutique hotel. This role will be perfect for someone who is friendly and well-presented and driven to deliver outstanding customer service.

**ABOUT THE ROLE**:

- Help deliver exceptional guest experiences at every part of the journey including reservations, arrivals, departures and throughout their stay
- Be an ambassador for the hotel, positively representing and promoting our boutique brand
- Be a key part of the guest experience, interacting wherever and whenever possible
- Help to ensure a smooth check in and out process for our guests utilising the Hotel's PMS system
- Answer and process reservation enquiries, make recommendations and upsell rooms according to availability
- Coordinate with other departments
- Answer and dispatch both incoming external and internal calls
- Maintain sufficient knowledge of all room rates and available packages
- Follow up on all guest requests and complaints
- Be a key part of the guest experience, interacting wherever and whenever possible
- Support the operational teams with administrative tasks as required

**ABOUT YOU**:

- Have a desire to genuinely help people
- Excellent telephone technique and the ability to maintain friendly relations with both our internal and external customers
- Good time management and communication skills
- Well-developed computer knowledge and strong administrative skills
- You have a warm, personable yet professional disposition
- Front Office/reservation experience preferred but not essential
- Success in a similar role preferred but not essential, we are employing on attitude not just experience
- Deliver exceptional guest service and get a kick out of helping, problem-solving and being accountable for your workload
- An acute eye for detail and exceptional interactive social skills
- Ability to work under pressure in a varied, fast paced environment, by taking initiative and working collaboratively
- Positive mindset and a can do attitude

**Lancemore Hotels**

Founded in 1986, The Lancemore Group is a leading Australian boutique lifestyle brand and pioneer in boutique hotels and residential conference facilities.
- Our hotels offer boutique accommodation, conferences & meetings, weddings & events, wellness spas, critically acclaimed restaurants and an award winning wines.
- We are rapidly expanding across Australia and are unique in being a family owned company that combines the head of a large operation with the heart of a family company.
- You will be joining a high performing workplace that believes in developing new talent and empowering people to drive their own results.

If you are a talented, passionate and performance driven individual wanting to enjoy your career within an established Boutique Hotel brand and supportive team, then...

Please Note: Only applicants with valid working rights in Australia & National Police Check will be considered for this position.

**Our Values**

Fun | Authentic Hospitality | Caring | Ownership Mindset | Performance | Growth

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