Join to apply for the Guest Service Agent - Front Desk role at Capella Hotels and Resorts
The Role
We are looking for passionate and service-oriented individuals to join our Front Office team as Guest Service Agents. In this guest-facing role, you will be the first and last point of contact, delivering a warm welcome on arrival and a heartfelt farewell at departure. Your attentiveness, professionalism, and genuine care will ensure every guest enjoys a seamless and memorable stay.
* Greet and welcome all guests in a warm, professional, and friendly manner. Open doors and assist guests or visitors entering and leaving the property. Proactively anticipate guest needs and offer assistance before being asked.
* Update and confirm billing details, ensuring credit cards are captured on arrival and accounts are correctly routed to third parties.
* Update guest reservations with appropriate OPERA codes, traces, preferences, and comments.
* Prioritize special requests such as early arrivals, VIPs, long stays, connecting/adjacent rooms, return guests, and specific room setups to ensure readiness for individual arrival times.
* Input and manage wake-up calls for in-house guests.
* Action departmental trace reports efficiently.
* Respond to guest inquiries via email, direct message, and telephone, adhering to luxury standards of verbiage and response time.
* Set up VIP folders for next day arrivals and ensure all arrangements meet luxury standards.
* Manage luggage storage, parcel retrieval, and inventory of loaned items, ensuring timely collection or return before check-out.
* Perform currency exchanges, process cash payments, and handle paid-outs in compliance with established procedures.
* Stay informed about the hotel's offerings, special events, and promotions to provide accurate and up-to-date information to guests.
Talent Profile
* Preference for candidates with a tertiary education.
* A friendly personality with a strong passion for fostering positive guest relations.
* Experience in a similar role at luxury hotels, resorts, or commercial facilities.
* Familiarity with Property Management Systems (PMS) and hotel systems, such as Opera Cloud and KnowCross.
* Ability to work rotating rosters over a day week.
* Proficient in both written and spoken English.
* Must have valid working rights in Australia.
Working with Capella Sydney
* Join a vibrant and nurturing workplace.
* Work in elegantly designed areas while enjoying amenities in a historic building.
* Benefit from online LinkedIn training courses aimed at your personal and professional growth.
* Savour complimentary meals during your shifts.
* Enjoy discounts for hotels and group bookings.
* Employee Assistance Program (EAP) provides confidential counselling and support.
* Celebrate your birthday with special leave.
* Embrace opportunities for growth and advancement within the organisation.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Other
* Industries
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