Guest Service Agent/Receptionist - Immediate Start

The Gem Hotel

The Gem Hotel is Griffith's most exquisite accommodation, boasting 65 rooms with a selection of premium and deluxe rooms and suites. The Gem Hotel prides itself on offering an unforgettable guest experience and building genuine relationships with our guests to ensure they wouldn't consider staying anywhere else whenever they return to Griffith. The Gem Hotel is located within our exquisite steakhouse, cocktail lounge and sports bar.     

In this role you are the voice of our beautiful property and through tone and service, you will epitomise everything that makes up a luxury guest experience. First impressions are critical, and this is where you'll shine. From welcoming new arrivals, answering calls from guests, assigning rooms and organising payments, to providing clear directions and insightful advice on the local area – each day will bring a new experience and a fresh new opportunity to delight. 

Key Responsibilities Include but not limited to:

• Completing check-in, check-out and cash / payment procedures.
• Maintaining accurate information and records in guest profiles.
• Assisting guests with special requests, general information, transportation, restaurant reservations and any other reasonable requests as they arise.
• Answer, cheerfully and promptly, all incoming telephone calls and in-house guest requests
• Resolving guest complaints in a timely and professional manner, referring them to a supervisor if necessary.
• Maintaining an up-to-date guest history and ensure the latest information is retained in the record.
• Experience with RMS software is advantageous but not required. 

About you: 

• Experience as a GSA or similar role would be highly regarded but not essential. 
• Excellent communication skills and attention to detail
• Ability to work independently and in a team environment
• Local knowledge is advantageous but not essential 
• Available to work weekdays, early mornings, nights and weekends. 
• A passionate person who is able to make both their colleagues and guests smile
• A genuine customer service focus and a strong dedication to always making our guest’s smile during their stay
• Ability to work under pressure, multitask and think on your feet to quickly resolve issues if required
• Impeccable presentation and grooming