Title: Guest Service Agent
" + "209-217 Abbott St, Cairns City QLD 4870, Australia" + "
Position Overview
" + "To anticipate and meet the needs and desires of the hotel's guests, to ensure " + "that guests' room requirements are fulfilled, to maintain the established high " + "standard of service, and to adhere to the policies and procedures of the hotel." + "
Our Vision
Being leaders in creating experiences and properties that escape the ordinary.
Our Purpose
To make the day better for ourselves, each other, our group, our customers and communities. " + "We do this by living our values of empowerment, possibilities and community. " + "We achieve our Vision and Purpose by delivering on our goals and values.
Our Goals
* Growing revenue above market
* Business transformation
Our Values
* Empowerment: We make it happen
* Possibilities: We evolve and innovate
* Community: We make the connection
Key Accountabilities
* Anticipate and attend to the guest's needs and desires immediately.
* Offer a warm and friendly salutation to hotel guests as they enter and depart from the Hotel.
* Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines.
* Process daily guest transactions and accounts accurately and efficiently.
* Work with the Housekeeping, Reservations, and Maintenance departments, to ensure that the Hotel's rooms are properly prepared for arriving guests.
* Communicate any guest special request to the appropriate department(s) and follow up to make certain the request has been fulfilled in accordance with the guest's wishes.
* Promptly action all guest messages and facsimiles.
* Communicate any pertinent guest comments, particularly guest complaints, to the Hotel management.
* Be fully conversant with regard to all information on the area as a destination, the services available at and through the hotel, any special events taking place in the area.
* Have a full working knowledge of all current room rates and packages available at the Hotel.
* Book, update, amend and file all reservations accurately and in a timely manner.
* Participate in all rostered theoretical and on-the-job training sessions.
* Comply with all of the hotel's operational policies & procedures.
* Maintain a clean & safe working environment.
* Have a full knowledge of, and practice all of the hotel's established workplace health and safety guidelines (WH&S).
* Adhere to all established cashiering policies and procedures.
* Ensure the protection and maintenance of all operating equipment.
* Complete all assigned opening and closing duties.
* Give assistance to the telephonists and back office personnel when required.
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