Senior Guest Service Agent
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Job Location:
Monthly Salary:
Posted on:
22 days ago
Vacancies:
1 Vacancy
Job Summary
Queens Wharf Residences are looking for a full-time Senior Guest Service Agent who brings proven front office experience leadership qualities and a passion for delivering exceptional guest experiences to join the team.
The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay from smooth check-ins and check-outs to insights on the local attractions and eateries you will be remembered for your superb customer service and positive energy. As a senior team member your high standards of service problem-solving skills and ability to mentor others will ensure guests leave with a lasting impression of excellence.
Key Responsibilities Include:
- Deliver a warm and professional reception to guests upon arrival ensuring efficient check-in/out processes while anticipating and addressing individual needs.
- Lead by example in providing exceptional guest service maintaining clear and professional communication across in-person phone and email interactions.
- Oversee accurate processing of reservations updates and special requests utilising property management systems with precision and efficiency.
- Act as the primary point of contact for guest escalations confidently resolving issues while providing personalised solutions and recommendations.
- Support the training mentoring and development of Guest Service Agents to uphold service standards and enhance team performance.
- Work independently during shifts with minimal supervision ensuring smooth front office operations and taking ownership of guest needs.
Shift Details (subject to change):
- Rotating roster across Monday to Sunday
- Shift times scheduled either 7.00am - 3.00pm or 3.00pm - 11.00pm
- Occasional nights shifts may be required on an ad hoc basis
- Immediate start available
Hourly rates (excluding super):
Monday - Friday: $28.12 per hour
Saturday: $35.15 per hour
Sunday: $42.18 per hour
Qualifications :
Successful candidates will have:
- Proven senior-level experience in front office or customer-facing roles delivering exceptional guest service independently managing complex situations and leading by example
- Strong proficiency in property management systems with Opera Cloud experience highly regarded.
- Exceptional communication skills with the ability to articulate information clearly and professionally across all mediums.
- A proactive and confident approach to resolving guest issues consistently exceeding expectations through sound judgement and effective problem-solving.
- Experience in mentoring or guiding junior team members leading by example to uphold service standards and operational excellence.
- Maintains a polished and professional presentation reflecting the values and standards of the organisation.
- Fully committed to a dynamic work schedule including the ability to work weekends public holidays and varying shifts to meet operational requirements
Additional Information :
At Minor Hotels we value our people as the heart of our success. Joining Minor means youll enjoy a rewarding package designed to support your professional growth wellbeing and work-life balance:
- Career Growth: Learning and development programs to boost your career.
- Exclusive Hotel Deals: 50% off stays at Minor Hotels in Australasia; 20% off for friends and family.
- Global Perks: International accommodation discounts across our hotel brands.
- Retail Rewards: Cashback and discounts at 400 top retailers in AU/NZ.
- Experiences: Discounted entertainment and activities.
- Banking and Insurance: Exclusive health insurance offers and workplace banking benefits.
- Generous Leave: Parental and birthday leave.
- Wellness Boost: EAP and tailored wellness support.
Our people drive the success of our business; We are a dynamic organisation dedicated to delivering exceptional guest experiences. We invest in your skills and foster a workplace culture that celebrates innovation collaboration and personal growth.
Currently we are only accepting applications from candidates who have working rights within Australia or New Zealand.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Customer Service
- Hotel Experience
- Taleo
- Hospitality Experience
- Cashiering
- Food Safety Experience
- Guest Relations Experience
- Animal Handling
- Front Desk
- Guest Services
- Phone Etiquette
About Company
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