**Role Overview**:
The Guest Services Officer is responsible for welcoming accommodation, camping and event patrons to Cockatoo Island on arrival and to process check ins and departures. You will also provide excellence in customer service, providing advice, information, and hospitality services throughout their stay.
This role is made for a person with customer service excellence focus, who relishes learning about the history and operations of Cockatoo Island, who can think on their feet, deliver results and loves working in a team environment. **This position is available for either three, four or five days per week** working on beautiful Cockatoo Island
**Role Accountabilities**:
- Meet and greet paying accommodation guests and event patrons to Cockatoo Island and complete financial, guest and reservations processes in accordance with the Trust Operations Manual
- Assist the Manager with the smooth running of the camping facilities and accommodation and the daily hiring out and maintenance of accommodation, camping and hire equipment
- Liaise with the cleaning and accommodation attendants to ensure all accommodation and event facilities are cleaned prior to guests' arrival and maintained at a high standard at all times
- Write required reports and gather guest feedback as according to the operations manual
- Deal with minor guest disputes and grievances
- Provide relief duties when the Accommodation Manager is absent
- Work closely with the Booking Officer and be competent to assist where required with new reservations and enquiries
- Be an invaluable member of the CI team building and maintaining relationships with tenants, volunteers, rangers, security, and events staff
- Provide relevant information to guests about the offerings on CI and suggestive sell to enhance the guest's experience
- Ensure guests are familiar with the island's facilities and activities, co-ordinate activity bookings, keep informed of daily activities on the Island and be able to inform and assist where required.
- Ensure that all conference rooms and facilities are maintained and set up daily and provide assistance to conference attendees as required
- Maintain stock levels of supplies and items for the campground shop and facilities
- Assist with the implementation of the emergency procedures in the case of any such emergency
***Selection Criteria**:
- A minimum of 2 years demonstrated experience in a similar role in hospitality, liaising with guests and accommodating their needs.
- Knowledge or understanding of RMS booking system and IT knowledge and skills in Microsoft Office (Word, Excel and Outlook).
- The ability to deliver exceptional 5-star customer service, have exceptional personal presentation and a friendly and outgoing disposition to provide high quality tourism experience for camping and accommodation customers.
- Demonstrated ability to prioritise, time manage and manage workloads with competing demands.
- A team spirit, with a willingness to assist in all area's when required to ensure that we exceed guest expectations at all times
- First Aid Certificate
- Current Drivers Licence.
- Willing to undertake a Police Check & Working with Children Check
- Australian citizenship or the ability to work in Australia.
***_Desirable:_**
- Accreditation from a recognized institute with focus on Hospitality Operations.
The salary range for the Fixed term, part time role is $64,578-$71,119 per annum pro-rated to weekly hours, plus 10.5% superannuation.