Job Description Oaks Cairns Hotel are looking for a full-time Senior Guest Service Agent who brings proven front office experience, leadership qualities, and a passion for delivering exceptional guest experiences to join the team. The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy. As a senior team member, your high standards of service, problem-solving skills, and ability to mentor others will ensure guests leave with a lasting impression of excellence. Key Responsibilities Include: Deliver a warm and professional reception to guests upon arrival, ensuring efficient check-in/out processes while anticipating and addressing individual needs. Lead by example in providing exceptional guest service, maintaining clear and professional communication across in-person, phone, and email interactions. Oversee accurate processing of reservations, updates, and special requests, utilising property management systems with precision and efficiency. Act as the primary point of contact for guest escalations, confidently resolving issues while providing personalised solutions and recommendations. Support the training, mentoring, and development of Guest Service Agents to uphold service standards and enhance team performance. Work independently during shifts with minimal supervision, ensuring smooth front office operations and taking ownership of guest needs. Shifts Available: Rotating roster across Monday to Sunday Shift times scheduled either 7.00am - 3.00pm or 3.00pm - 11.00pm Occasional nights shifts may be required on an ad hoc basis Immediate start available Hourly rates (excluding super): Monday - Friday: $28.12 per hour Saturday: $35.15 per hour Sunday: $42.18 per hour
