Guest Experience Agent

The Porter House Hotel MGallery Sydney is a boutique 122 room hotel in the centre of the city. Ideally located on Castlereagh Street with good access to Gadigal Metro Station, Town Hall and Museum Station.

Opened in 2022 this is a high-tech modern hotel with award winning design and part of the luxury segment of Accor.

Job Description

We are currently seeking a Guest Experience Agent to provide efficient service for guest registration and departure, maintain accurate guest accounts and provide accurate, helpful information. Attend to all incoming calls in a professional and polite manner, constantly striving to provide total customer satisfaction. Maintain strict security procedures to ensure guest confidentiality and safety.

Qualifications

To be successful in this role, you will have:

Have extensive knowledge of the Opera Cloud system with respect to reservations, check in, cashiering and check out.

Exceptional organisational skills and computer skills

Be fully versed in the front office cashiering system, balancing each shift and resolving outstanding items.

Have an extensive knowledge of the hotel services and facilities. Be able to cross sell and upsell at each opportunity.

Have a working knowledge of reservation policies, procedures and room rates and upgrade fees. Handle after hours reservations, in accordance with MGallery standards.

Understand the front desk manual operating procedures, in the event that Opera or other systems is taken offline

Previous hotel experience advantageous.

Organisational skills and an ability to effectively plan and prioritise.

Highly responsible and reliable.

Additional Information

Provide quality service to the guests by responding to their requests promptly, efficiently and courteously during check in and check out and throughout their stay.

Maintain control of guest and hotel account ensuring that all charges are accurate and posted on a timely basis

Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required

Operate telephone effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.

Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.

Complete the daily shift check list, referring to any items that require follow up to the duty manager.

Transfer all details on the registration card to the guest reservation in Opera accurately and efficiently, ensuring that future stays are updated with relevant needs and requests.