Front Office Receptionist / Guest Service Agent
Front Office Receptionist / Guest Service Agent at RACV Royal Pines Resort, Gold Coast. Full‐time position responsible for welcoming guests, managing reservations, check‐in/check‐out, and ensuring exceptional service while collaborating with hotel teams.
Responsibilities
* Assist guests with check‐in and check‐out, process reservations and pre‐arrival checks.
* Follow up on late arrivals, changes or cancellations, monitor room blockings, and report pickups, VIPs and upgrades.
* Maintain up‐to‐date knowledge of resort services, accommodation rates, amenities, promotions, availability, pricing and policies.
* Interact with guests and groups via phone, email and online booking systems, creating accommodation and restaurant reservations, IRD orders, housekeeping requests and enquiries.
* Generate revenue through upselling, cross‐selling, repeat business and promotion of in‐house services.
* Maintain accurate records and booking systems including PMS Opera, Micros and SevenRooms, and process payments, receipts and record all monies.
* Collaborate with housekeeping, kitchen and food & beverage teams to communicate guest needs and special requests.
Qualifications
* Full availability and flexibility to work rotating day, mid‐day or mid‐afternoon shifts between 6am‐11pm, including evenings, weekends and public holidays.
* Previous experience in front office, reservations or customer service in a 4–5 star hotel/resort environment.
* Passion for the hospitality industry and a strong commitment to great customer service.
* Excellent communication and interpersonal skills, professional telephone manner.
* Proficient administration skills in MS Office; experience with PMS Opera desirable.
* Proactive in a fast‐paced environment with the ability to prioritise workload and handle multiple tasks simultaneously.
* Excellent time management, attention to detail and problem‐solving ability.
* Friendly, professional manner, positive attitude, teamwork and commitment to service excellence.
* Excellent personal presentation.
* Hold or be eligible to obtain a QLD Working with Children Check Blue Card.
Benefits and Compensation
* Permanent full‐time salary with penalties for evenings, weekends and public holidays.
* Generous employee benefits and discounts on RACV products and resorts.
* Employee of the month awards and recognition programmes.
* Training, development and career progression opportunities.
* Laundered uniform.
* Complimentary parking onsite.
Equal Opportunity Employer
At RACV, we believe that maintaining a diverse and inclusive workplace is an essential element of our success. All qualified candidates are encouraged to apply.
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