Night Guest Service Agent

Oaks R Suites Geelong is seeking a casual Night Guest Service Agent passionate about hospitality and creating memorable guest experiences. The role involves providing a warm reception, smooth check-ins and check-outs, and sharing local tips. Key responsibilities include managing reservations, communicating with guests and colleagues, and resolving issues to enhance guest satisfaction. The position requires 3 x 10-hour shifts, with a minimum of 30 hours per week, covering varying night shift times.

Must Have

• Provide warm and friendly reception, ensuring smooth check-in/out.
• Maintain clear and courteous communication with guests and colleagues.
• Oversee accurate processing of guest reservations and special requests.
• Act as primary contact for guests, resolving issues and offering recommendations.
• Demonstrated background in high-quality hotel/hospitality service.
• Exceptional ability to articulate information clearly and effectively.
• Consistently deliver exceptional service with a proactive and positive approach.
• Adept at fostering positive guest experiences and maintaining high satisfaction.
• Maintain a polished and professional presentation.
• Commitment to dynamic work schedule, including weekends and public holidays.
• Possess working rights within Australia or New Zealand.

Perks & Benefits

• Learning and development programs for career growth
• 50% off stays at Minor Hotels in Australasia
• 20% off stays for friends and family at Minor Hotels in Australasia
• International accommodation discounts across Minor Hotels brands
• Cashback and discounts at 400+ top retailers in AU/NZ
• Discounted entertainment and activities
• Exclusive health insurance offers
• Workplace banking benefits
• Parental leave
• Birthday leave
• Employee Assistance Program (EAP)
• Tailored wellness support

Company Description

Minor Hotels is one of Australasia’s largest accommodation providers, managing over 70 properties in the region and a global portfolio of 560 properties across more than 58 countries. Our brands, Anantara, Avani, Oaks, NH Hotels, NH Collection, nhow, and Tivoli, span six continents, including Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America. Joining Minor means partnering with a diverse, expanding global organisation offering boundless opportunities to thrive and succeed.

Our people are the heart of our success, and we are committed to investing in your skills to support your career growth and advancement. You’ll feel valued as part of a tight-knit team, united in delivering exceptional guest experiences and thriving in a company dedicated to fostering an outstanding workplace culture.

Job Description

Oaks R Suites Geelong are looking for a casual Night Guest Service Agent who is passionate about hospitality and thrives on creating memorable guest experiences. If you pride yourself on delivering service with warmth, professionalism, and a personal touch, we’d love to hear from you.

From the moment guests arrive, your welcoming presence will make them feel right at home. You’ll play a vital role in guiding them through their stay; from smooth check-ins and check-outs to sharing local tips on attractions and eateries, leaving a lasting impression with your superb customer service and positive energy.

Key Responsibilities Include:

• Provide a warm and friendly reception to guests upon arrival, ensuring a smooth and efficient check-in process while addressing any immediate inquiries or needs.
• Maintain clear and courteous communication with guests, colleagues, and stakeholders across various channels, including in-person, phone, and email, to provide exceptional service.
• Oversee the accurate processing of guest reservations, updates, and special requests, utilising property management systems to ensure seamless scheduling and availability.
• Act as a primary point of contact for guests throughout their stay, offering prompt assistance, resolving issues, and providing personalised recommendations to enhance their experience.

Shift Details (subject to change):

• 3 x 10-hour shifts
• Minimum 30 hours per week
• Shift times: 8.15pm to 6.45am OR 10.00pm until 6am

Hourly Rates (excluding superannuation):

Monday - Friday: $33.38 per hour + penalties

Saturday: $40.05 per hour + penalties

Sunday: $47.73 per hour + penalties

Qualifications

Successful candidates will have:

• Demonstrated background in delivering high-quality service within a hotel, hospitality, or customer-facing environment.
• Exceptional ability to articulate information clearly and effectively across various mediums, ensuring precise and professional correspondence.
• Consistently delivers an exceptional standard of service, exhibiting a proactive and positive approach to addressing guest needs and exceeding expectations.
• Adept at fostering positive guest experiences and maintaining high satisfaction levels through attentive service and problem resolution.
• Maintains a polished and professional presentation, reflecting the values and standards of the organisation.
• Fully committed to a dynamic work schedule, including the ability to work weekends, public holidays, and varying shifts to meet operational requirements.

Additional Information

At Minor Hotels, we value our people as the heart of our success. Joining Minor means, you’ll enjoy a rewarding package designed to support your professional growth, wellbeing, and work-life balance:

• Career Growth: Learning and development programs to boost your career.
• Exclusive Hotel Deals: 50% off stays at Minor Hotels in Australasia; 20% off for friends and family.
• Global Perks: International accommodation discounts across our hotel brands.
• Retail Rewards: Cashback and discounts at 400+ top retailers in AU/NZ.
• Experiences: Discounted entertainment and activities.
• Banking and Insurance: Exclusive health insurance offers and workplace banking benefits.
• Generous Leave: Parental and birthday leave.
• Wellness Boost: EAP and tailored wellness support

Our people drive the success of our business; We are a dynamic organisation dedicated to delivering exceptional guest experiences. We invest in your skills and foster a workplace culture that celebrates innovation, collaboration, and personal growth.

Currently, we are only accepting applications from candidates who have working rights within Australia or New Zealand.