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JOB DESCRIPTION
This role supervises the work of the Guest Services Assistants, as well as carrying out hands-on reservations duties. Guest Services Attendants are responsible for manning Village reception, welcoming guests, checking guests in and out, and handling guest queries, as well as generally ensuring that the highest level of customer service is offered and maintained at all times to all guests. The Senior Guest Services Assistant is responsible for ensuring on a shift by shift basis that there is a prompt, professional and efficient service for mass and individual guest registrations and guest departures, ensuring data is entered with zero error rate in the reservations system, whilst strictly following reservations policies and procedures.
Position Overview
JOB DESCRIPTION
This role supervises the work of the Guest Services Assistants, as well as carrying out hands-on reservations duties. Guest Services Attendants are responsible for manning Village reception, welcoming guests, checking guests in and out, and handling guest queries, as well as generally ensuring that the highest level of customer service is offered and maintained at all times to all guests. The Senior Guest Services Assistant is responsible for ensuring on a shift by shift basis that there is a prompt, professional and efficient service for mass and individual guest registrations and guest departures, ensuring data is entered with zero error rate in the reservations system, whilst strictly following reservations policies and procedures.
Responsibilities
Primary Duties and responsibilities
People
* To supervise the reservations team, ensuring timely and efficient processing of check-ins, check outs and reservations data, generating a culture of high-quality standards.
* To provide on-job training to new team members, relief team members, and temporary staff.
* To assist in planning rosters for the Guest Services team and for checking actual hours worked.
* To always apply safe work practices to contribute to the safety culture at Civeo.
* Customers
* To be fully conversant with arrivals and departures on a day to day and week by week basis, preparing information and documentation in advance where required, to ensure efficient, shortest-time check in and check outs.
* To develop and maintain strong relationships with key clients to ensure service levels meet and exceed their expectations.
* To develop a high level of product knowledge of Civeo, the Village, and surrounding areas, and to impart this to Guest Services Assistants on a regular basis.
* To ensure that guest queries are answered or resolved in the shortest possible time in a professional manner.
* To facilitate and maintain a safe environment for our customers.
Process
* To assist in the proper implementation of reservation policies and procedures.
* To assist the Guest Services Manager/Village Manager in monitoring room allocations to ensure yield and usage can be accurately gauged with a view to increasing occupancy.
* To ensure all staff room check-ins and check-outs are recorded accurately in the system and documentation for payment for extra nights' accommodation is provided to the Village Manager.
* To ensure all out-of-service rooms are recorded accurately in the system.
* To ensure that every occupied room night has a charge generated against it, unless there is express instruction from the Village Manager to waive a charge.
* To assist in ensuring all reports are accurately produced and circulated in a timely manner per set reporting schedules.
* To ensure the working environment is safe, tidy and professional and to report items that require attention in a timely manner.
* To ensure all health, safety, quality and environmental standards and legislation are strictly met, ensuring a safe environment for employees, customers, contractors and visitors, and promptly reporting any issues, potential issues or near miss events.
* To follow Standard Operating Procedures in all relevant areas of Asset and Facilities Maintenance and to contribute ideas for improving processes and procedures.
* To unload and store stock and supplies.
* To use simple IT systems and cash collection systems as necessary.
Finance
* To ensure that Guest Services Assistants are aware of the need for 100% data accuracy, and to make regular checks and audits to ensure the integrity of all reservations data.
* To assist the Guest Services Manager/Village Manager in producing reports and other data for invoicing/charging purposes.
* To ensure all on-site payments are accurately recorded and reported (EFTPOS, cash, etc).
* To ensure the security of any Company items such as keys, safety deposit boxes, and confidential files/guest notes.
* To ensure adequate physical control of all stocks in Reception areas.
Other
Any other required duties appropriate to the scope, nature and seniority of the role.
Qualifications
Skills, Knowledge and Experience
Professional Qualifications
* Ability to read, write and speak proficiently in the English language.
Experience
* Recent experience of at least two years in a reservations/front office role in a hospitality operation of similar size and nature.
* At least two years' experience of staff supervision desirable.
* Resource or mining accommodation experience desirable but not essential.
Skills
* Room allocation skills.
* Excellent written, verbal and presentation skills.
* Organisational skills.
* Strong supervisory skills.
* Excellent people skills.
* Proficient with Microsoft Office software.
* Proficient with hospitality reservations systems, preferably RMS/Micros.
* Excellent problem-solving skills.
Competency
Behaviours
Working with People
* Meets all team deadlines and responsibilities.
* Listens to others and values opinions.
* Helps team leader to meet goals.
* Welcomes newcomers and promotes a team atmosphere.
* Seeks win-win relationships.
Delivering Results and Meeting Customer Expectations
* Builds customer confidence.
* Is committed to increasing customer satisfaction.
* Sets achievable customer expectations, assumes responsibility for solving customer problems, and ensures commitments to customers are met.
* Solicits opinions and ideas from customers.
* Responds to internal customers.
Adhering to Principles and Values
* Deals with others in a straightforward and honest manner, gaining trust.
* Does what he or she says and is accountable for actions.
* Maintains confidentiality.
* Supports company values.
* Conveys good news and bad.
* Maintains the standards of ethical behaviour.
* Treats people with respect and dignity.
* Demonstrates genuine caring for people.
* Lives Civeo values.
Deciding and Initiating Action
* Tackles problems and takes independent action.
* Seeks out new responsibilities and acts on opportunities.
* Generates new ideas.
* Practices self-development.
Coping with Pressures and Setbacks
* Meets commitments, works independently, and accepts accountability.
* Handles change, sets personal standards, and stays focused under pressure.
* Meets attendance and punctuality requirements.
* Steps up when asked.
Planning and Organising
* Plans workload to ensure timely completion of tasks.
* Assists staff with time management when appropriate.
* Good attendance/starts work on time.
* Can recognize priorities and reorganize work tasks accordingly.
* Uses available organizing tools to plan work.
* Anticipates possible slow points in planning timelines
* Maintains an organized work space that permits rearranging of work files.
* Proposes timeline and benchmarks for new work assignments and modifies as needed.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
* Good level of physical fitness, health and strength.
* Lift, push, pull and carry up to approximately 20kgs.
* Stand, walk and sit for extended periods of time.
* Climb, balance, and kneel.
* Squat, crouch and sit.
* The ability to bend, stretch, twist, or reach with your body, arms, and legs.
* Reach above shoulder level, chest to shoulder level, below chest level and behind body.
* Twist, turn and tilt neck.
* Good hand eye coordination.
* Push a trolley.
* Unimpaired vision (including with the aid of prescription eye glasses).
* Unimpaired hearing (including with the use of a hearing aid).
* Manual dexterity and strength – the ability to move hands and fingers to grasp, manipulate and assemble objects.
* Tolerate any required personal protective equipment (PPE) such as gloves, or other PPE deemed necessary.
* Unimpaired vision (including with the aid of prescription eye glasses).
* Unimpaired hearing (including with the use of a hearing aid).
About Us
Civeo Australia, a division of Civeo Corporation, provides workforce accommodation services globally. In Australia, we own 9,000 permanent rooms across QLD, NSW, and WA, and operate more than 20,000 rooms in client-owned properties in remote regions of WA and SA. Our services include accommodation, food services, housekeeping, and property maintenance. With over 40 years of experience, Civeo supports individuals who live and work away from home.
We're committed to fostering sustainable partnerships and inclusive opportunities in all the communities we operate in. By actively engaging with Traditional Owners and First Nations Businesses, we're not just operating accommodation villages, we're nurturing relationships that honour the rich cultural heritage of the land.
We're safe, welcoming and proud to encourage Aboriginal & Torres Strait Islander people to join us.
Stay Well. Work Well.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Food and Beverage Services, Facilities Services, and Hospitality
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