Full Time - Guest Services Agent - Sage Ringwood - #682114

About Vista Hospitality Group

Vista Hospitality Group introduces a market leading approach to the Australasian hospitality sector, with a suite of resources and operational advantages uniquely tailored for owners and partners. Integrating industry expertise from Pro-Invest Group and Vista Hospitality Group, this new joint venture leverages both platforms’ resources and capabilities from development and asset management right through to operations, a dynamic portfolio of hotel brands and the versatility to apply global brands, to deliver stronger returns and a new view of optimization and scale. We are a trusted partner to global hotel brands including voco, Sebel, Indigo and our own brands: Next, Ink, Sage and Country Comfort.

Hotel Overview

Sage Hotel Ringwood, 120 modern, contemporary rooms span five floors atop the Eastland in Ringwood. Enjoy the convenience of have the shopping center at your doorstep and the comfort and hospitality that sage offers including free Wi-Fi, co-working spaces, gym, conferencing spaces, restaurant (90 seats) and bar (55 seats), in-room dining and function spaces for one boardroom up to 14 pax and a conference space up to 200 pax.

Position Overview

As a Front Office Guest Service Agent, you are responsible for delivering an exceptional guest Experience, whilst displaying professional leadership skills to your colleagues and co-workers. We recognize that the whole team are hospitality professionals that want to deliver the best experience to the guests, so why limit you to just one area. We want you to bring out your passion and deliver on the Core values of Passion, Accountability, Integrity and Respect to each other and the guests.

Core Responsibilities

• Embrace and adhere to VHG brand and service standards: demonstrating passion, accountability, Integrity and respect in every interaction.
• Acknowledge every customer first, using their name when you know it and with a smile.
• Speak Clearly and listen intently to facts and feelings when communicating to all internal and external guests.
• Personally own, act and solve problems and complaints.
• Actively interact with customers to anticipate needs, handle guest enquires, and solve problems.
• Maintain a high level of product and service knowledge to explain and sell services and facilities to guests.
• Handling of VIPS and special requests.
• Regularly seek feedback from customers, long stay and short term.
• Obtain a solid knowledge of the hotel product, including room types, rates, food and beverage outlets and other hotel features and guest facilities.
• Support and abide with Vista Hospitality Group policies pertaining to Anti–Discrimination, Sexual Harassment, Equal Employment Opportunity and relative policies.
• Be aware of all environmental practices, policies and procedures and implement these on a daily basis.
• Be aware and adhere to all of Vista Hospitality Group Health, Safety and Environment (HS&E) policies and procedures.
• Perform any reasonable task as requested by management.
• Research customer needs, analyze and adapt Front Office trends.
• Apply thorough working knowledge of the Front Office operations to include the front desk, porters' desk, reception/cashiering procedures and reservations.
• Oversees and ensures the smooth, efficient and courteous operation of the Front Desk.
• Develop a strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive.
• Ensures that all guests are greeted and farewelled in an appropriate manner.
• Ensures that the Front Desk is adequately manned at all times.
• Assists Front Office staff by providing support for any queries or problems.
• Performs shift handovers in order to advise team members of any necessary information.
• Actions Log Book entries, Trace and Shift reports as required.
• Monitors VIP arrivals and room allocations.
• Balances and checks-out Posting Master accounts as required.
• Monitors outstanding departures from 12 noon daily.
• Check Expected Arrivals report and allocates rooms as necessary.
• Checks status of early arriving rooms.
• Oversees Guest Service Agents position in order to ensure a constant supply of rooms ready for occupation by arriving guests.
• Follows up guaranteed no-show bookings.
• Organizes Room Service specials for guests as required.
• Investigates guest complaints as required.
• Follows through any queries from other departments.
• Liaises with Duty Manager regarding VIP, long staying and regular guests.
• Acts as a link between management and line staff in order to ensure effective communications.
• Continuously looks for initiatives to improve operational procedures and service standards.
• Checks hotel guests in and out as requested.
• Assist in conducting training for all Front Office employees.
• Direct daily Front Office operations.
• Supervise front cashiers and help out with accounting problems.
• Patrol and inspect public areas during evenings to make sure everything is in order.
• Control hotel duty keys whilst on duty.
• Perform any other duties as directed by the Front Office Management.

Guest Experience

• Present yourself immaculately.
• Work efficiently and effectively with all departments ensuring a seamless experience for all internal and external customers.
• Ensure a welcoming arrival experience for all guests.
• Provide prompt, efficient, courteous service to all guests per the established service standards.
• Check in guests as required, having thorough knowledge of Infor HMS system.
• Flexibility to assist colleagues and co-workers during high activity periods to ensure a consistent quality guest experience.
• Demonstrate flexibility for guest requests, going an extra mile to accommodate their needs.
• Assist colleagues and co-workers to flawlessly execute their roles in the overall delivery of a memorable guest experience.
• Keep abreast of competitor activities and share information with the team at daily briefings and other opportunities.
• Ensure front desk is maintained and well presented.
• Regularly attend all training and development modules and training sessions.
• Always maintain designated areas and equipment in clean orderly condition, reporting any malfunctions / breakages / repairs to the concerned department and supervisor.
• Attend regular pre-shift briefings in complete uniform and complete grooming with and all require accessories ready to move on to the floor and commence service activities.

Communication

• To be fully conversant with Front Office software systems, Opera, door and key cutting systems and other systems.
• To keep updated on new products, trends and industry information with respect to Front Office operations, liaising with suppliers as required, managing cost and quality for the best possible arrangement for the hotel.
• Ensure the Front Office Department has adequate staffing levels at all times and that service levels are in line with Vista Hospitality Group’s operating standards.
• Good communication and follow up with guest requirements and team members alike is expected, as well as active participation within the department manager, team and leadership meetings.
• Foster a collaborative environment which promotes two-way communication
• Lead by Example.
• Motivates all team members to perform their duties by demonstrating professionalism, organizational skill and team spirit.

People Management

• Ensure department policies and procedures are understood by all employees and observed in tasks performed.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
• Implement training programs for all employees, conduct induction and skills training.
• Actively participate in organized meetings and is a contributor to the wider Hotel Management team.
• Fosters high morale, minimal conflict within the Front Office team inclusive of the housekeeping department.
• Fosters a collaborative environment that promotes two-way communications.
• Respond to guest and team member requests quickly and efficiently inputs into key strategy meetings.
• Attend all internal Manager and department meetings.
• Is actively involved as a group leader and facilitator in an aim to improve the operation of the Front Office, Housekeeping, Concierge and the department as a whole.
• Communicate with all hotel departments during your shift, ensuring the distribution of accurate and timely reports.
• Handle all guest complaints with urgency and resolve complaints within your level of authority or pass the details onto the Duty Manager.

Financial Returns

• Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.
• Is responsible for ensuring all cashiering procedures is adhered to. Floats are counted daily maintained at appropriate levels.
• Ensures hotel credit policies are adhered for all in house guests and monitored on a daily basis.
• Promotes the importance of optimizing hotel occupancy, average rate and sales in all areas, responsible for the upgrades program and its integrity, to maximize revenue.
• Responsible for the cashiering accuracy and training of team members liaising with finance to ensure standards are adhered to and controls maintained as per audit requirements.
• Ensure that sufficient stocks of all Front Office equipment and supplies are maintained to allow for the effective operation of the hotel.

Workplace Health & Safety Compliance:

• As an employee be responsible for undertaking work duties in a safe manner and minimizing impact on the environment or the health and safety of others and follow all FLS guidelines & instructions.
• Maintain the highest level of hotel security by adhering to corporate procedures while identifying areas of risk and applying adequate control measures to minimize such risk, including but not limited to safety, fire and emergency, cash handling, guest confidentiality, key management, staff security and stock control.
• Be aware of all environmental practices, policies and procedures and implement these daily.
• Take necessary precautions and follow laid down procedures for the operation of all equipment and other activities
• Be familiar with property safety, first aid and fire and emergency procedures.
• Use safe manual handling techniques, practice safe work habits following Vista Hospitality Group Health, Safety and Environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.
• Take ownership for the workplace health & safety in the hotel liaise with the WHS committee, review incidents, hazards and the risk compliance in the property, finding solutions to eradicate any potential risks.
• Embrace and adhere to Vista Hospitality Group Brand and Service Standards.
• Adhere to the Vista Hospitality Group Code of conduct policy.
• Support and abide with Vista Hospitality Group’s policies pertaining to Anti–Discrimination, Sexual Harassment, Equal Employment Opportunity and relative policies.
• Be aware of all environmental practices, policies and procedures and implement these on a daily basis.
• Be aware and adhere to all of Vista Hospitality Group’s Health, Safety and Environment (HS&E) policies and procedures.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to list ALL responsibilities, tasks or qualifications required for the role.