RACV Royal Pines Resort | Gold Coast | Full-time & Part-time
* Generous employee benefits & discounts on RACV products & resorts
About the Opportunity
Are you ready to take the next step in your hotel career, passionate about hospitality and thrive in a dynamic, guest‐focused environment? We are seeking a Front Office Receptionist to join our rooms division team. As a valued team member, you'll be the first point of contact for our guests — providing warm welcomes, handling enquiries, and delivering exceptional service that reflects the RACV service standards.
This could be just the right role for you?
As a Front Office Receptionist / Guest Service Agent, you'll be the friendly face that sets the tone for each guest's stay. From the moment they arrive, you'll provide warm, professional service that goes above and beyond — helping create memorable experiences and consistently exceeding expectations. Reporting to the Duty Manager, your key responsibilities include:
Assist guests to check in/out, confirm and process reservations, complete pre‐arrival checks, follow up late arrivals, changes or cancellations, monitor room blockings, report pick up, VIP & upgrades.
Maintain an up‐to‐date knowledge on resort services, accommodation rates, amenities, promotions, availability, pricing and policies.
Interact with guests and groups on the phone, email and online booking systems, creating accommodation and restaurant reservations, IRD orders, housekeeping requests and enquiries.
Tailor the guest experience to generate revenue through upselling, cross‐selling, repeat business and promoting in‐house services.
Maintain accurate records and booking systems including PMS Opera, Micros and SevenRooms and process payments, receipt and record all monies.
Collaborate with teams including housekeeping, kitchen and food & beverage to communicate guest needs and special requests.
What you'll need to be successful
* Full availability and flexibility required to work day, mid or afternoon shifts between 6am‐11pm, on a weekly rotating roster, inclusive of evenings, weekends & public holidays (eg. 6.30am‐2.30pm, 2.30pm‐10.30pm).
* Previous experience in front office, reservations or customer service role in a 4‐5 star hotel/resort environment.
* Passion for the hospitality industry, hotels and providing great customer service.
* Excellent communication and interpersonal skills with a professional phone manner.
* Proficient administration skills in software programs such as MS Office, with PMS Opera, desirable.
* Be proactive in a fast‐paced environment and prioritise the workload to handle multiple tasks & enquiries simultaneously.
* Excellent time management, attention to detail and ability to problem solve.
* Demonstrate a friendly professional manner, positive attitude, work well in a team environment and are committed to providing guests with service excellence.
* Excellent personal presentation.
* Hold or be eligible to obtain a Qld Working with Children Check Blue Card.
We are Offering
Permanent Full‐time or Part‐time salary + penalties evenings, weekends & public holidays.
Generous employee benefits & discounts on RACV products & resorts.
Employee of the month awards & recognition programs + healthy team culture.
Training, development and career progression opportunities.
Laundered uniform.
Complimentary parking onsite.
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