Job Description

Guest Services Assistants are responsible for manning Village reception, welcoming guests, checking guests in and out, data entry of bookings, and handling guest queries, as well as ensuring that the highest level of customer service is offered and maintained at all times to all guests. A key focus of the role is providing prompt, professional and efficient services for mass guest registrations and guest departures whilst accurately following policy and procedure.

Primary Duties and Responsibilities

People

• To understand annual
  personal and company objectives and to take part in the regular appraisal
  processes to assess performance and provide feedback to management.
• To undertake technical
  and other training as required, and to attend periodic team and individual
  meetings as required.
• To work seamlessly
  with colleagues in Guest Services and to ensure a good communication flow
  is maintained with other Departments in the Village.
• To always apply safe
  work practices to contribute to the safety culture at Civeo.

Customers

• To be fully conversant
  with arrivals and departures on a day to day and week by week basis,
  preparing information and documentation in advance where required, to
  ensure efficient, shortest-time check ins and check outs.
• To develop and
  maintain strong relationships with local representatives of key clients to
  ensure service levels meet and exceed their expectations.
• To develop a high
  level of product knowledge of Civeo, the Village, and surrounding areas,
  and to respond to guests knowledgeably in relation to their queries.
• To ensure that client
  guest queries are answered or resolved in the shortest possible time in a
  professional manner.
• To facilitate and
  maintain a safe environment for our customers.

Process

§ To accurately process bookings, allocate accommodation
and perform check ins/check outs using the accommodation software package.

§ To distribute room keys.

§ To complete daily activity checklists for the shift
including (where directed) running reports using the accommodation software
package and Microsoft software and carrying out general administration duties.

§ To accept and forward maintenance requests from both
clients and housekeeping.

§ To ensure all health, safety, quality and
environmental standards are strictly met, ensuring a safe environment for
employees, customers, contractors and visitors, and promptly reporting any
issues, potential issues or near misses.

• To follow Standard
  Operating Procedures in all relevant areas and to contribute ideas for
  improving processes and procedures.

§ To adhere to all security procedures at all times,
ensuring the securing of any Company issued items during a shift, such as keys,
safety deposit boxes, and confidential files, ensuring any items of a
confidential nature are not disclosed.

• To unload and store
  stock and supplies.
• To use simple IT
  systems and cash collection systems as necessary.

Finance

• To assist in preparing
  bills and processing payments in line with client contractual
  requirements.
• To process payments
  for walk-in guests, casual lets and other cash or credit card
  transactions.
• To use the till and
  EFTPOS and assist in ensuring all floats are accurate at the end of the
  shift and any discrepancies are resolved.

Other

• Any other required
  duties appropriate to the scope, nature and seniority of the role.

Knowledge, Skills and Experience

Professional Qualifications

• Ability to read, write
  and speak proficiently in the English language.

Experience

• Preferably six months’
  work experience in front office in commercial/hotel accommodation,
  preferably in the hospitality industry.
• At least two years
  general office administration.
• Experience in
  Accommodation Software packages.

Skills

• Knowledge of workplace
  safety systems and compliance, including responsibilities to self, other
  persons and property, including the safe operation of plant and equipment
  and manual handling.
• Proficient in the use
  of Microsoft Office software.
• Skilled in utilization
  of point of sale (POS) systems