Hotel Brand: Crowne Plaza Hotels & Resorts
Location: Australia, New South Wales, Terrigal
Hotel: CP - Terrigal Pacific (TERAS), Pine Tree Lane, 2260
Responsibilities
* Prepare and execute end of day procedures.
* Perform backup and roll the day over to the next day.
* Identify and correct discrepancies in charges posted to guest folios and conference accounts.
* Maintain intimate knowledge of departmental standards and procedures.
* Perform check‐in, check‐out, and room change procedures and ensure all data are entered completely into the hotel systems in accordance with reservation processing.
* Maintain cashier float and ensure accurate daily report of all money received.
* Ensure all hotel floats, keys are logged in and out, and are correct at end of shift.
* Reconcile guest charges with departmental accounts.
* Balance all credit card transactions.
* Balance cashier accounts.
* Champion the winning ways culture and deliver positive guest experiences.
* Greet all guests in a friendly manner and use their names when possible.
* Attend to guest requests, complaints, and referrals to higher management when needed.
* Provide various guest services as required across departments.
Guest Experience
* Knowledgeable of all special promotion procedures, seasonal packages, frequent flyer programmes, and IHG Loyalty programmes.
* Ensure guests depart with a positive impression of hotel service.
People & Training
* Attend training courses as required.
* Adhere to personal grooming and hygiene standards.
* Establish and maintain effective employee working relationships.
* Educate and train team members in compliance with laws, safety regulations, and provide necessary tools and equipment.
* Ensure team is properly trained on systems, security, service and quality standards.
What We Need From You
* Bachelor's degree or higher in Hotel Management/Business Administration, plus 2 years of Front Office/Guest Service experience including management experience.
* Communication skills to address concerns and compliments.
* Problem‐solving skills to turn issues into opportunities.
* Be compliant: above minimum age, hold RSA Certification & full NSW Driver's Licence.
* Physical strength to lift/push/pull up to 23 kg.
* Fluency in English; extra language skills great but not essential.
* Strong organisational skills, work within deadlines and prioritise effectively.
Pay & Conditions
Pay is in line with the Hospitality Industry (General) Award (HIGA), with all entitlements applied in accordance with Fair Work requirements.
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