Exceptional Guest Service Role
Key Responsibilities:
* Provide outstanding customer service by warmly greeting guests and engaging them in conversation about their stay, property amenities, and local attractions.
* Process all guest arrivals by confirming reservations, issuing room keys, and coordinating with Housekeeping to track readiness of rooms.
* Resolve any disputed charges, settle accounts, retrieve room keys, and request feedback on the guest's stay during departure.
* Accept various payment types such as room charges, cash, checks, debit, or credit.
Service Experience:
* Operate a switchboard station to answer telephone calls and monitor busy or unanswered lines.
* Answer, record, and process all guest calls, requests, questions, or concerns.
* Contact relevant individuals or departments to resolve guest calls, requests, or problems.
* Supply guests with directions and information regarding property facilities, services, hours of operation, and local areas of interest and activities.
Concierge Services:
* Respond to guest requests for special arrangements or services, arranging or identifying suitable providers.
* Supply guests with directions and information regarding property facilities, services, hours of operation, and local areas of interest and activities.
Club Lounge Management:
* Monitor club lounge seating availability, service, safety, and wellbeing of guests.
* Maintain cleanliness and condition of the bar area, including tables, tools, and equipment.
* Prepare and serve hot, cold, and/or alcoholic beverages. Stock ice, glassware, and supplies.
* Wash dishes and serving utensils as needed.
* Complete opening and closing duties, requisitioning necessary supplies and transporting them from the storeroom to the bar area.
Requirements:
* Hold Responsible Service of Alcohol certification from a Nationally Accredited Training provider.
* Obtain I'm Alert Food Safety Certification from the City of Perth.
* Prior experience in customer service is preferred.
* Passion for delivering exceptional customer service and excellent communication skills are essential.
* Hold unrestricted working rights for Australia.