Guest Service Agent

PRO-INVEST GROUP

Pro-invest Group is a global asset management and investment firm specializing in real estate, with an extensive track record of both delivering new-build hotels and repositioning existing hotels across Australia and New Zealand. As a leading hotel developer, we are a trusted partner to some of the world’s most recognized hotel brands, including Holiday Inn Express, voco, Hotel Indigo, Kimpton & Sebel.

At Pro-Invest Group we are looking for individuals that share and demonstrate our core values;

• Trust - Trust is the prerequisite for our success, we uphold the trust of and provide peace of mind for everyone we serve by being consistently reliable and delivering on our promises.

• Transparency - transparency is critical to building trust. We are therefore upfront and open in our actions and communications. As an organization, we are visible and direct in our intent and interactions. As individuals we are honest and accountable.

• Integrity - We conduct ourselves and our business ethically. We are unwavering in our principles and we will always choose to do what’s right - not what is easy.

• Commitment - We are tenacious and passionate. We take pride in our commitment to professionalism, innovation and sustainability, and orientate strategic business decisions based on these commitments.

HOTEL INDIGO BRAND 

Welcome to Indigo, we are a storytelling brand. Our hotels capture the true spirit of the neighborhoods they belong to. The stories they tell inspire guests to make unique discoveries and forge meaningful connections to the diverse people, places and cultures of our world. 

We welcome all guests into our neighborhood and share our love for it. We inspire them to explore and discover different perspectives. we help them create new stories.

Our service pillars at Hotel Indigo are:

Celebrate Individuality

We are always ourselves, and we embrace the diversity and uniqueness in all- both guests and staff alive.

Discover our Neighborhood

We use our local knowledge and relationships to ignite curiosity in our guests.

Neighborhood connection

Fostering a culture of local discovery and story sharing inside and outside of the hotel to better connect our guests to the authentic experiences they seek.

JOB OVERVIEW

As a Guest Service Agent, you are responsible for delivering an exceptional guest experience. We recognize that the whole team are hospitality professionals that want to deliver the best experience to the guests, so why limit you to just one area. We want you to bring out your passion and deliver on the Core values of Passion, Accountability, Integrity and Respect to each other and the guests.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS

• Process all payment methods in accordance with accounting procedures and policies. Follow property control audit standards and cash handling procedures.

• Follow the Payment Card Industry (PCI) standards and protect the confidential data.

• Upsell late checkout, room upgrades, stay extensions, min bar and other discretionary items available.

PEOPLE

• Ability to stay optimistic and positive and committed to achieving the team’s objectives–A positive attitude.

• Sincere and passionate about consistently delivering quality customer experiences.

• Expressive, organized, and systematic approach to complete tasks.

• An eye for detail with a good memory for names and faces

• Energetic and able to juggle multiple tasks well.

• A good sense of humor that has a positive impact on guests and colleagues-wear your smile with pride.

• Up to date local knowledge, know what is on in the city, research new places to go, eat and visit in Potts Point/ Sydney.

• Bring passion and love what you do.

• Be creative and bring new ideas to the team.

GUEST EXPERIENCE

Key Responsibilities:

• Present yourself immaculately as if you were about to perform on stage.

• Work efficiently and effectively with all departments ensuring a seamless experience for all internal and external customers.

• Ensure a welcoming arrival experience for all guests.

• Provide prompt, efficient, courteous service to all guests per the established service standards.

• Check in guests as required, having thorough knowledge of Opera and Microsoft systems.

• Flexibility to assist colleagues and co-workers during high activity periods to ensure a consistent quality guest experience.

• Without expectation follow all procedures for cash, guest confidentiality, key control, lost property, and pilferage.

• Demonstrate flexibility for guest requests, going an extra mile to accommodate their needs.

• Assist colleagues and co-workers to flawlessly execute their roles in the overall delivery of a memorable guest experience.

• Keep abreast of competitor activities and share information with the team at daily briefings and other opportunities.

• Ensure front desk is maintained and well presented.

• Regularly attend all training and development modules and training sessions.

• Always maintain designated areas and equipment in clean orderly condition, reporting any malfunctions/breakages / repairs to the concerned department and supervisor.

• Attend regular pre-shift briefings in complete uniform and complete grooming with and all require accessories ready to move on to the floor and commence service activities.

COMPANY RESPONSABILITIES

• Embrace and adhere to Next Story Group Brand and Service Standards; demonstrating Passion, Integrity, Accountability and Respect in every interaction with both internal and external guests.

• Adhere to the Next Story Group Code of conduct policy.

• Maintain a high level of product and service knowledge to explain and sell services and facilities to guests.

• Support and abide with Next Story Group’s policies pertaining to Anti–Discrimination, Sexual Harassment, Equal Employment Opportunity and relative policies.

• Be aware of all environmental practices, policies and procedures and implement these daily.

• Be aware and adhere to all Next Story Group’s Health, Safety and Environment (HS&E) policies and procedures.

• Perform any reasonable task as requested by General Manager

• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures.

SKILLS AND EXPERIENCE

• Hotel Experience preferred.

• Excellent service or similar level customer service preferred.

• Team player.

• Highly motivated individual.

• Attention to details.

• Experience with Infor PMS preferred or a Hotel PMS.

• Superior customer service skills.

ACCOUNTABILITY

Reports to –

• Front Office Duty Manager

• Front Office Manager

• Hotel Manager 

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.