Description Position Overview 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. Responsibilities 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. Qualifications 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
