Quest Ballarat is looking for a Senior Guest Service Agent to join our team.

Quest Apartment Hotels is the largest and fastest growing apartment hotel operator in Australasia with more than 170 franchised properties across Australia, New Zealand, United Kingdom and Fiji. While Quest is a member of The Ascott Limited, a leading international lodging owner-operator, Quest Ballarat is locally owned and operated. We love helping our guests to get as local as they like it, so they get the warmest welcome when they check in and we have the best local tips for them to check out.

Quest Ballarat is a 53-room apartment style property, located in the heart of Ballarat and we are on the lookout for our Senior Guest Service Agent to join our team on a part time basis across a 7-day rotating roster.

The Role

The Senior Guest Service Agent will oversee the daily operations of the front office reception. Including, delivering effortless guest experiences, providing friendly, personalised customer service in responding to accommodation enquiries, promoting the business to achieve accommodation sales, processing reservations and ensuring full and accurate data capture, assisting corporate and leisure guests and ensuring the smooth running of the reception desk.

Key Responsibilities:

Guest Interaction - Greeting guests, processing check-ins and check-outs, providing information about hotel services and local attractions and handle guest requests and concerns.

Team Leadership - Mentoring and guiding guest service agents, potentially overseeing their performance and ensuring they meet service standards.

Problem Solving - Addressing and resolving guest complaints and issues, escalating complex situations to management when necessary.

Administrative Tasks - Handling reservations, billing, and maintaining guest records

Cross-Departmental Coordination - Working with housekeeping and maintenance to ensure smooth operations and guest satisfaction.

Skills and Qualifications

Excellent Communication and Interpersonal Skills - Strong verbal and written communication skills

Customer Service Orientation - A genuine passion for providing excellent service and exceeding guest expectations.

Problem-Solving Abilities -The ability to identify and resolve issues efficiently and effectively.

Organizational and Time Management Skills - The ability to manage multiple tasks and priorities in a fast-paced environment.

Proficiency in Computer Systems - Experience with RMS hotel management software is an advantage.

Knowledge of Hospitality Industry - Familiarity with hotel operations, procedures, and best practices.

The Ideal Candidate

Will demonstrate a passion for customer service and ensuring a positive experience for all guests, strong skills in promoting and selling accommodation services and facilities, excellent communication, interpersonal and time management skills, experience with front office booking systems, a keen eye for detail, high standards of personal presentation, and a highly team orientated ethos.

Previous front office reception experience in a hospitality, travel or tourism environment would be highly regarded, as would other types of customer facing roles.

The successful applicant must be available to work shifts, weekends and public holidays, and have entitlements to work in Australia.

Terrific working conditions are on offer, including provision of a corporate uniform, staff, family and friends' rates for leisure accommodation with Quest nationally and onsite car parking.

Applications

To apply, please direct your letter of application and CV to Property Manager, Emma Sellens. Questions and expressions of interest are welcome by emailing [email protected].