Title: Guest Service Agent

Position Overview: To anticipate and meet the needs and desires of the hotel’s guests, to ensure that guests’ room requirements are fulfilled, to maintain the established high standard of service, and to adhere to the policies and procedures of the hotel. Our Vision is being leaders in creating experiences and properties that escape the ordinary. Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values. Our Goals: Growing revenue above market, Maximise assets, Business transformation. Our Values: Empowerment: We make it happen; Possibilities: We evolve and innovate; Community: We make the connection.

Our Key Accountabilities:

- Anticipate and attend to the guest’s needs and desires immediately.
- Offer a warm and friendly salutation to hotel guests as they enter and depart from the Hotel.
- Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines.
- Process daily guest transactions and accounts accurately and efficiently.
- Work with the Housekeeping, Reservations, and Maintenance departments, to ensure that the Hotel’s rooms are properly prepared for arriving guests.
- Communicate any guest special request to the appropriate department(s) and follow up to make certain the request has been fulfilled in accordance with the guest’s wishes.
- Promptly action all guest messages and facsimiles.
- Communicate any pertinent guest comments,



particularly guest complaints, to the Hotel management.
- Be fully conversant with regard to all information on the area as a destination, the services available at and through the hotel, any special events taking place in the area.
- Have a full working knowledge of all current room rates and packages available at the Hotel.
- Book, update, amend and file all reservations accurately and in a timely manner.
- Participate in all rostered theoretical and on-the-job training sessions.
- Comply with all of the hotel’s operational policies & procedures.
- Maintain a clean & safe working environment.
- Have a full knowledge of, and practice all of the hotel’s established workplace health and safety guidelines (WH&S;).
- Adhere to all established cashiering policies and procedures.
- Ensure the protection and maintenance of all operating equipment.
- Complete all assigned opening and closing duties.
- Give assistance to the telephonists and back office personnel when required.
- Attend all scheduled meetings.

Ibis Budget Newcastle is looking for a Guest Service Agent to join this ever thriving and exciting setting. Ibis Budget Newcastle has 79 Rooms located on the corner of Thomas Street and Lake Road in the suburb of Wallsend,



the hotel is a perfect one stop destination when traveling through to Sydney, Hunter Valley or as respite heading towards Brisbane. At Ibis Budget Newcastle our reception is our un-official director of first impressions! You lead with making every person feel welcome and create memorable experience, right from GO!

Job Description

- Provide personalised service and a memorable experience for our guests – every guest, every interaction, every day.
- Be an advocate of ALL: Accor’s loyalty program to non members
- Checking guests in and out Maintaining accurate guest accounts
- Taking bookings, providing helpful information & entering reservations
- Answering guests queries in a timely and efficient manner.
- Addressing guest requests and handling guest complaints in a positive manner.
- Liaise with inter departments to assist guest and advise of room moves
- Roster includes working morning, afternoon, evening and overnight shifts

Qualifications

- Previous hotelfront office reception experience preferable
- Professional telephone manner and exceptional customer service skills
- Excellent communication, interpersonal and time management skills
- A friendly and positive can-do attitude who enjoys working in a team

Additional Information

What is in it for you:

- ALL Heartist, Employee benefit card, offering discounted rates in Accor worldwide on Accommodation and Food & Beverage,
- Become a Heartist and work in an environment where we encourage you to bring your real self to work, unleash your creativity and have fun.

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