Guest Service Agent

1 week ago

Gold Coast, Queensland, Australia Oscars Group Full time

**About Us**:
Oscars Group is a passionate, creative and dynamic privately owned hospitality group founded in 1986. Owned and operated by the Gravanis family for over thirty years, the group began with the acquisition of a single pub in Sydney's Inner West.

Today, Oscars Group is one of the largest privately owned hospitality groups featuring an ever-expanding portfolio of 46 Assets across NSW, Queensland and Victoria. The group operates across a variety of segments including accommodation, pubs and gaming, retail liquor, conference and events centres, chartered vessels, and both commercial and residential developments.

**About the Venue**:
Soaring above the coastline of one of Australia's favourite beaches, Crowne Plaza Surfers Paradise puts you right in the heart of the vibrant beach hospitality scene. The hotel, which is part of the IHG family, makes it easy to transition between business and the playful beach lifestyle with a host of in-house business-focused services and carefree leisure amenities on demand.

**About the Role**:
We are currently seeking enthusiastic and customer-oriented individuals to join our team as either full time, part time, or casual Guest Service Agents. As a Guest Service Agent, you will be the face of our hotel, ensuring that every guest receives a warm welcome and outstanding service throughout their stay. Your role is crucial in creating a positive and lasting impression. This role is will cover evening shifts.

**Responsibilities**:

- Greet guests upon arrival and provide them with information about hotel facilities and services.
- Assist guests with check-in and check-out procedures efficiently and professionally.
- Providing information about hotel amenities, services, and local attractions.
- Handle guest inquiries and resolve any issues or complaints promptly and courteously.
- Assist with and/or complete night audit duties including nightly reconciliation of all hotel transactions to ensure accurate financial records.
- Managing reservations and room assignments effectively.
- Utilising the hotel's property management system to process bookings and updates.
- Coordinate with other hotel departments to ensure seamless guest experiences.
- Managing phone calls and directing them to the appropriate departments.
- Maintain cleanliness and organisation at the front desk area.

**Requirements**:

- 2 years experience in guest service or front desk role is preferred
- Experience in large chain hotels
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a proactive approach to guest satisfaction.
- Ability to multitask and work effectively in a fast-paced environment.
- Flexibility to work various shifts, including weekends and holidays.
- Attention to detail and a positive attitude towards teamwork.
- A passion for delivering exceptional guest experiences.

**Benefits**:

- Access to IHG discounts
- Internal training and development opportunities and online training platform
- External training opportunities
- Take advantage of opportunities for professional development and career growth.
- Employee Assistance Program
- Mentoring from a strong team of hospitality professionals
- Reward and recognition programs

**Job Types**: Full-time, Part-time, Casual

Pay: $25.80 - $32.25 per hour

Work Location: In person

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