Guest Services Supervisor

2 months ago

Perth, Australia Pan Pacific Hotels Group Full time

The Role

Reporting to the Director of Rooms, in this role you will:

  • Responding to all emails, call and direct guest requests based on LQA standards. 
  • Provide professional, courteous, and efficient level of service to all internal and external guests. 
  • Maintains current knowledge of Hotel’s daily events, promotions, and departmental operating hours. 
  • Ensures all required guest room information is obtained upon check in. 
  • Maintains familiarity with third party bookings. 
  • Capitalises on opportunities to upsell the Hotel, facilities, and outlets. 
  • Program and issue room keys, ensuring appropriate access levels are granted. 
  • Ensures all charges and postings are processed accurately and correctly. 
  • Maintains familiarity with foreign currencies and exchange rates. 
  • Understands guest billing process as per received reservation. 
  • Undertakes any reasonable management request. 
  • Ensures group arrivals and departures are processed accurately and correctly. 

Talent Profile

  • Ability to lead, mentor, and supervise Front Office team, ensuring smooth daily operations and high team performance. 
  • Expertise in handling guest inquiries, complaints, and special requests, ensuring swift resolution and guest satisfaction. 
  • Strong verbal and written communication for effective interactions with guests, team members, and other departments. 
  • Proficiency in Opera, check-in/check-out procedures, and billing processes. 
  • Ensure accurate record-keeping, smooth shift transitions, and efficient management of guest services during peak periods. 

Benefits

  • Discounted staff parking.
  • Complimentary meal whilst on shift.
  • 50% discounted food and beverages across all Oceania properties.
  • Discounted accommodation across worldwide Pan Pacific Hotels Group properties

About our process

At Pan Pacific Perth, we are committed to hiring individuals who not only align with our core values but also meet the specific requirements of each role. Only candidates selected based on their skills and suitability for the role will be shortlisted for an interview. 

As part of our recruitment process, various checks may be conducted to ensure applicants' fit, including medical assessments, due diligence checks, right to work verification, and reference checks.

Supporting a Diverse Workforce 

Pan Pacific Perth is an equal opportunity employer dedicated to creating a diverse and inclusive workplace. We ensure that all employment decisions are based on merit and qualifications, without regard to race, gender, age, disability or other characteristics.

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