Guest Service Agent and Front Office Supervisor

Job Description

Guest Service Agent and Front Office Supervisor About us: Oscars Group is a passionate, creative and dynamic privately owned hospitality group founded in 1986. Owned and operated by the Gravanis family for over thirty years, the group began with the acquisition of a single pub in Sydney’s Inner West.Today, Oscars Group is one of the largest privately owned hospitality groups featuring an ever-expanding portfolio of 46 assets across NSW, Queensland and Victoria. The group operates across a variety of segments including accommodation, pubs and gaming, retail liquor, conference and events centres, chartered vessels, and both commercial and residential developments.About the Venue: Novotel Sydney Brighton Beach is a premium 4.5-star resort style hotel overlooking the beautiful, white sandy beaches of Brighton-Le-Sands and Sydney's picturesque Botany Bay. The hotel is currently undergoing an extensive refurbishment and on track to be one of the best food & beverage, accommodation & event venues in NSW.About the Role: We are looking for one FT Guest Service Agent and one FT Front Office Supervisor . As a Guest Service Agent , you will be the face of our hotel, ensuring that every guest receives a warm welcome and outstanding service throughout their stay. Your role is crucial in creating a positive and lasting impression. As a Front Office Supervisor , you will play a pivotal role in ensuring the smooth and efficient operation of the front desk and guest services. You will lead a team of front office staff, overseeing their performance, and ensuring the highest level of customer service to all guests.Key Responsibilities: Greeting guests with a friendly and welcoming demeanour upon arrival. Assisting with the check-in and check-out process, ensuring accuracy and efficiency. Providing information about hotel amenities, services, and local attractions. Handling guest inquiries, requests, and concerns promptly and professionally. Managing reservations and room assignments effectively. Utilizing the hotel's property management system to process bookings and updates. Coordinating with housekeeping and maintenance to ensure guest requests are met. Managing phone calls and directing them to the appropriate departments. Handling billing and payment processes accurately. Resolving guest issues and complaints with a proactive and solutions-oriented approach. Maintaining a neat and organized lobby area. Supervisory Responsibilities: Supervise and manage the front desk team including training, and performance management. Ensure smooth check-in/check-out processes and resolve guest issues or concerns promptly and professionally. Monitor and maintain high standards of quality, hygiene, and guest satisfaction. Collaborate with other departments to guarantee a cohesive guest experience. Oversee administrative tasks, including reports, audits, and billing procedures. Implement and enforce hotel policies and procedures. About you: Previous experience in a guest service or front desk role is preferred for GSA, required for Supervisor. Excellent communication skills, both verbal and written. Strong interpersonal skills with a genuine desire to assist guests. Ability to remain composed and professional in high-pressure situations. Proficiency in using reservation and front desk software. Attention to detail and accuracy in handling guest information and transactions. Problem-solving abilities to address guest concerns effectively. Flexibility to work varying shifts, including evenings, weekends, and holidays. Benefits: FREE onsite parking while on shift, access to Accor Hotels staff rates, internal & external training and development opportunities, online training platform, career development opportunities within Oscars Group across 40 amazing venues, Employee Assistance Program, mentoring from a strong team of hospitality professionals, and reward and recognition programs. How do your skills match this job? Your application will include the following questions: Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Front Office Supervisor? Do you have customer service experience? How many years of people management experience do you have? Which of the following property management systems (PMS) do you have experience with? How many years' experience do you have as a guest services agent? Do you own or have regular access to a car? #J-18808-Ljbffr