Guest Service Agent - Rydges Wellington

  • QT Wellington
  • Wellington Central, Wellington, New Zealand
  • 04 Nov, 2022
Part time Hospitality, Tourism and Travel

Job Description

 
 

Rydges Wellington is a 4.5 star hotel property perfectly located in the heart of Wellington that offers 280 guest rooms, 24 hour reception, contemporary dining for breakfast, lunch and dinner, conference facilities, gym and pool services and a multitude of nearby activities.

We are looking for a part - time Guest Service Agent to join our busy team. In this role you will to be working with a team which is dedicated to providing exceptional customer service. Experience in customer service is essential. You will need to have a great personality and be totally committed
to providing excellent customer service.


Key tasks include

• Assisting with check-ins and check-outs
• Helping with reservations when required
• Cashiering and balancing shift transactions
• Answering general guest enquires
• Ensuring every guest receives exceptional service

Successful applicants will

• Be well organised, helpful and display strong attention to detail
• Have experience in dealing with customers on the phone and face-to- face
• Be able to stay calm when its very busy
• Confident in dealing with any situation
• Display common sense and initiative
• Be familiar with all aspects of the Front Office Computer system
• Have a Can-do attitude
• Be well presented

JOB DESCRIPTION 

  • Take direction from Duty Manager as well as maintaining a proactive approach. 
  • Welcoming guests and maintain an up-to-date and accurate Hotel greeting board.
  • Converse with and acknowledge guests in a professional manner as they move through public areas.
  • Provide luggage service to all guests, ensuring that all luggage and heavy lifting is done so in accordance with WHS safe lifting procedures.
  • Assist guests with parking service if required. Communicate effectively the process to the guest, ensure parking policies and procedures are strictly followed. 
  • Monitor the hotel’s car park and take the necessary steps to correct any security or cleanliness deficiency.
  • Provide Barista service when required.
  • Anticipate and attend to guest requests and/or comments in a timely manner and ensure to communicate any problems with the Supervisor or Duty Manager.
  • Providing information, recommending and booking activities in the area, alternative dining options, transportation. 
  • Stay up to date with area information and activities and ensure to communicate pertinent area information to the team.
  • Record any external activities booked to ensure any commissions earned from these activities are processed accordingly.
  • Ensure that special requirements of groups and FIT travellers are actioned in a timely manner.
  • Ensure that all activities or items purchased on behalf of guests are billed/recharged accordingly.
  • Identify and manage VIP guests.
  • Be fully conversant with the hotel facilities, services and rates in order to promote hotel facilities, answer any queries and make bookings. 
  • Actively look for opportunities to upsell hotel facilities and services.
  • Ensure that the hotel public areas and particularly front entrance remain clean and tidy. 
  • Check guests in and out with efficiency and friendliness and in accordance with the established Hotel procedural guidelines.
  • Process daily guest transactions and accounts accurately and efficiently.
  • Work with other departments (Housekeeping, Reservations, Maintenance etc.) to ensure that guest rooms are properly prepared for arriving guests.
  • Ensure that the Property Management System (Opera / Mews) is used correctly and in accordance to the Standard Operating Procedures and Cashier Policies.
  • Research billing/posting issues as soon as you become aware of them and ensure to request assistance if you are not able to resolve the issue by yourself.
  • Follow and complete all checklists/tasks efficiently and report any difficulties immediately to the Duty Manager.
  • Book, update, amend and/or cancel reservations accurately and according to the Hotel’s Standard Operating Procedures. 
  • Relay any messages (phone, mail or email) related to other departments immediately and accurately.
  • Promote Priority Guest and assist guests enrolling into the program.
  • Promote EVENT properties to guests wherever possible.
  • Follow the hotel policies, procedures, guidelines and manuals to ensure compliance, safety and profitability. 
  • Be a brand ambassador for the hotel as well as Event Hospitality & Entertainment.
  • Arrange and execute mail and deliveries when required. 
  • Give assistance and support to other departments and/or colleagues when needed. 
  • Attend and participate in all scheduled meetings, training and development programmes.


Rydges Hotels & Resorts is an Equal Opportunity Employer.

Please note that only short listed candidates will be contacted.

Applicants for this position should have NZ residency or a valid NZ work visa.