As a Guest Service Agent, you will be a key point of contact for our guests, delivering a welcoming and seamless experience throughout their stay.
Key responsibilities
- Deliver a warm, qualified and efficient check-in and check-out experience for all guests
- Provide exceptional guest service by responding to enquiries, requests and individual needs in a timely and professional manner
- Assist guests with local information and recommendations while identifying opportunities to promote and upsell rooms, packages and hotel services
- Proactively address guest concerns and communicate feedback to the Duty Manager or relevant team member to support positive guest experiences and timely resolution
- Professionally answer and direct incoming internal and external telephone calls
- Respond to and process reservation enquiries as required
- Maintain up-to-date knowledge of room types, rates, packages, promotions, hotel facilities and services
- Coordinate and dispatch guest requests to the appropriate department and follow up where required
- Support the safety and security of guests,
team members and hotel premises by remaining vigilant and following established hotel procedures
- Work collaboratively with Front Office and other hotel departments to ensure smooth daily operations and a consistently high standard of guest service
About you
- Previous experience as a Guest Service Agent, Hotel Receptionist or similar customer-facing role is desirable, but not essential
- Strong customer service and communication skills, with a genuine passion for creating positive guest experiences
- Excellent time management and organisational skills, with the ability to manage multiple priorities in a fast-paced environment
- A friendly, professional and approachable personality with a guest-focused attitude
- Ability to work independently and collaboratively as part of a team
- Confidence in handling guest enquiries, requests and concerns in a professional manner
- Flexibility to work across a 7-day rotating roster, including weekends, evenings and public holidays
- Full Australian working rights are required
📌 Guest Service Agent - Brisbane One (South Brisbane)
🏢 Song Properties
📍 South Brisbane
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