Guest Services Agent

Summary:

Quest Cannon Hill is a busy 100 room apartment hotel catering to the local corporate market. Operating for six years now and recently refurbushed, the close knit team is headed by engaged owner operators with extensive hospitality experience.

The Guest Services Agent is responsible for providing exceptional customer service and ensuring a positive experience for all guests. This role requires excellent communication skills, attention to detail, and the ability to handle various tasks simultaneously. The Guest Services Agent will be the first point of contact for guests and must maintain a professional and friendly demeanor at all times.

Responsibilities:

• Greet and welcome guests upon arrival, ensuring a warm and friendly atmosphere.
• Assist guests with check-in and check-out procedures, ensuring accuracy and efficiency.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Provide information about the facility, amenities, and local attractions to enhance the guest experience.
• Coordinate and manage guest reservations, ensuring accuracy and timely updates.
• Maintain a clean and organized front desk area, including the lobby and reception area.
• Collaborate with other departments to ensure seamless Guest Services and resolve any issues that may arise.
• Process payments and maintain accurate records of financial transactions.
• Uphold company policies and procedures to ensure guest satisfaction and safety.
• Continuously strive to improve Guest Services by seeking feedback and implementing necessary changes.
• Be motivated and have the flexibility to be able to work autonomously across weekdays, weekends and public holidays on a rotating roster.

Qualifications:

• High school diploma or equivalent; additional education in hospitality or related field is a plus.
• Proven experience in a customer service role, preferably in a hospitality setting.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Proficient in using computer systems and software, including reservation and payment systems.
• Exceptional interpersonal skills and a positive attitude.
• Flexibility to work various shifts, including weekends and holidays.
• Ability to handle difficult situations with professionalism and empathy.
• Knowledge of local attractions and services is an advantage.
• Manual drivers licence is an advantage.