Address
Form of workWinter 2024
Job Summary
The Front Office department is looking for a winter receptionist to join the team for Winter This team of day makers meet and greet guests, check them into the Koscuiszko Chalet Hotel, take hotel reservations, assist with luggage, handle special food & beverage event bookings and answer general resort enquiries. Outside of normal operating hours the Front Office team are the knowledge keepers for the resort, answering all after hours switchboard calls.
Essential Functions
- Assist guests in the hotel and external properties
- Carry out hotel reception check in and check out, room charges, credit card handling
- Answer guest enquiries both face to face and on the switchboard
- Provide an exceptional customer service experience
- Organise tasks, prioritise and work unsupervised
- Assists in the response and resolution of all guest issues received directly from guests
- Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues..
- Promotes teamwork and employee morale.
- Assists Team Leaders of each department to provide superior service to our Guests
- Ensure complete knowledge of emergency procedures.
- Assists General Manager - Hospitality as requested
NOTE: All Charlotte Pass Snow Resort employees are required to perform alternate functions from time to time, both within and outside of their assigned department, particularly during peak periods such as holiday weekends.
Customer Service Expectations
With extensive customer contact, must be helpful, friendly, courteous and professional in accordance with Charlotte Pass’ commitment to providing superior customer service.
Qualifications
- High School Certificate
- Previous experience in a similair role with strong leadership skills
Required Knowledge and Skill
- Good organisational skills, team work and patience
- Ability to communicate with peers
- Exclellent customer service skills.
- Enthusiasm to keep standards high
- Ability to work under pressure.
- Experienced in hotel reservations (desirable)
- Handling high pressure situations
- Making the guests experience memorable
- Ability to operate POS system
- Valid proof of NSW Responsible Service of Alcohol (RSA) prior to employment, or willingness and ability to attend NSW RSA
Physical and Mental Demands
Requires prolonged periods of standing and walking, and lifting up to 25kgs. Stress can result from the often fast pace and the demands of guests.
Work Environment
The position involves exposure to open flames and hot items (from fireplace and hot plates of food), as well as sharp cutting utensils. Most work is performed indoors, but some occasional outdoor work, such as snow shoveling, may be required. Outdoor work is performed in all weather conditions, including extreme cold, snow, wind and rain, on varied snow surfaces.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
