About the Business:
Rydges is part of EVT, a proudly Australian-owned company with over 100 years’ experience in hospitality, entertainment and leisure in Australian & New Zealand. Our hotels stretch from Sydney to Queenstown to Perth and each is locally inspired, just like our team, our customers and you. We’re for making the day better. We include. We nurture talent and promote internally.
Rydges Latimer Christchurch is 4+ star down-to-earth hotel where natural beauty and unmatched luxury set the scene for your renewal in the Garden City.
About the Role:
We are looking for an enthusiastic Guest Service Agent to join our busy Front Office Team. Reporting to Rooms Division Manager, you will assume responsibility to ensure the effective operations of the Front Office department on a day to day basis. This is a hands-on role covering all areas of Front Office Operations.
Benefits and Perks:
In return for your bespoke service to our guests and dedication to the hotel, we will offer you:
– Daily staff meals
– Competitive rates of pay
– Renowned for our refreshingly local, down-to-earth experiences.
– Incredible team member discounts from your first day on-the-job.
– 50% off stays at EVT hotels – Rydges, QT, Atura, LyLo and more.
– Rapid career growth opportunities through our EVT network.
– Local community involvement, volunteering and charitable giving.
– Australia and NZ’s largest and most diverse experiences company.
Skills and Experience:
- 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 travelers 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 EVT 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 EVTt.
- 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 programes.