Guest Service Agent - Front Desk Reservations

About Us: Join our vibrant team at Quest Eight Mile Plains, where we make corporate stays effortless and provide a home away from home experience. Quest Eight Mile Plains features 90 apartment-style rooms, complete with kitchenettes through to full-sized kitchens and laundry facilities.

We pride ourselves on delivering exceptional service and creating memorable experiences for our guests.

Position Overview: We are seeking a dynamic and customer-focused Guest Service Agent to join our team (approx. 20-30 hours per week with opportunity to increase). As a Guest Service Agent, you will be the face of our hotel, responsible for ensuring guests have an outstanding stay from check-in to check-out. Your role will involve providing excellent customer service, handling reservations, managing the front office inbox, processing payments and ensuring at the highest guest satisfaction.

Responsibilities:

• Greet guests warmly upon arrival and ensure a smooth check-in process
• Assist guests with inquiries, provide information about hotel services, amenities, and local attractions
• Handle reservations, check-outs, and payments efficiently and accurately
• Update the hotel's reservation system as needed
• Respond promptly to guest requests and concerns, resolving issues to ensure guest satisfaction
• Manage room allocations, rooming lists and booking chart 
• Handle room service and local restaurant partner orders 
• Collaborate with other departments to ensure seamless operations and guest satisfaction
• Uphold hotel policies and procedures while delivering exceptional service
• Opening the hotel procedure's (AM Shift)
• Closing and preparation for the next day including night audit (PM Shift)

Requirements:

• Previous experience in tourism, hospitality or customer service roles essential 
• Completion or working towards a Hotel/Tourism degree or diploma would be highly advantageous 
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and a proactive approach to guest needs
• Proficiency in using a reservation or booking system and strong computer applications
• Ability to multitask and work in a fast-paced environment
• Flexibility to work in shifts, including evenings, weekends, and holidays
• A positive attitude and a passion for delivering outstanding customer service

Benefits:

• Competitive hourly rate with penalties for weekends and public holidays 
• Opportunities for growth and career development
• Employee discounts on Quest Hotel stays nationally
• A supportive and inclusive work environment