Oaks Cairns Hotel is 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 guide guests through their stay, from smooth check-ins and check-outs to insights on local attractions and eateries. 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
- Deliver a warm and professional reception to guests upon arrival, ensuring effective 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.
Shifts
- Rotating roster across Monday to Sunday
- Shift times scheduled either 7.00am - 3.00pm or 3.00pm - 11.00pm
- Occasional night shifts may be required on an ad hoc basis
- Immediate start available
Hourly rates
- Monday - Friday: $28.12 per hour
- Saturday: $35.15 per hour
- Sunday: $42.18 per hour
Qualifications
- 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
- 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
At Minor Hotels, we value our people as the heart of our success. We invest in your skills and foster a workplace culture that celebrates innovation, collaboration, and personal growth.
Note: Currently, we are only accepting applications from candidates who have working rights within Australia or New Zealand.
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📌 Senior Guest Service Agent
🏢 Oaks Hotels, Resorts and Suites
📍 Cairns Regional