Front Office All Rounder

Purpose

As a Front Office All Rounder, you play a crucial role in assisting our hotel guests from their initial inquiry to check out. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. You bring a touch of excitement by suggesting enticing upgrades and are at the forefront delivering exceptional hospitality and ensuring our guests have a memorable stay.

Primary Responsibilities

• Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
• Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay
• Safely and securely handle payment transactions, verifying billing details for accuracy
• Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
• Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs
• Facilitate the resolution of guest complaints, transforming challenges into opportunities

Skills and Experience

• Customer service-oriented with exceptional communication skills
• Previous experience in a similar role in the hospitality industry is preferred
• Proficiency in using reservation and property management systems is a plus, including Opera Cloud
• Problem-solving skills and the ability to remain calm under pressure
• Team player with a positive attitude and willingness to go the extra mile
• A full Australian driver’s license, as you will assist with valet services and support the concierge team, especially during peak seasons
• Capable of embracing a flexible rotating schedule that may include evenings, overnights, weekends, and public holidays