Front Office Receptionist

1. Front Office Reception services

o Check in guests according to procedures.

o Organise guest departures and process according to procedures.

o Respond to incoming calls in a timely and professional manner.

o Operate the PABX telephone system for internal and external calls.

o Assist guests with luggage in accordance with OH&S policies and procedures.

o Coordinate meeting room facilities and/or conference facilities.

o Maintain the cleanliness and presentation of the reception desk and area to Quest standards.

o Organise displays for promotional purposes as required.

2. Customer service

o Role model excellent customer service at all times and behave in a manner which reflects the Quest Way.

o Welcome and farewell guests personally, including using their name.

o Provide information to guests about facilities in the local area.

o Handle customer complaints or requests in a friendly and timely manner.

3. Promote the business

o Develop a comprehensive knowledge of all aspects of the property, including financial and sales targets, room rates, apartment and property features and Quest services,

o Develop and update knowledge of relevant businesses, attractions, services, facilities and events in the local area.

o Actively promote the property and the Quest Group.

o Provide prospective guests with tours and detailed information on Quest services and facilities as required.

o Develop a sound knowledge of the Quest Group and associated products and services and take every opportunity to promote them.

4. Sell reservations

o Gather information about the client according to sales procedures.

o Match client needs to the product and close the sale.

o Record all enquiries in the Quest Reservation Form and file in the Property Enquiry Follow-Up Folder.

o Conduct guest interaction in accordance with Hot Leads Form and follow up or forward contact details to the properties Business Development Executive.

5. Receive and process reservations

o Receive, record and process accommodation reservations according to the requirements of the RMS system.

o Forward Daily Reservation Activity Report according to the Quest procedure.

o Ensure all reservation details are correct and confirmation of reservation is sent via email, fax or post.

6. Finance

o Accurately update and finalise transactions on guest accounts in accordance with the requirements of the RMS system.

o Balance and reconcile takings at the end of each designated shift in accordance with the Float Balance procedure.

o Process Night Auditing in accordance with Quest Night Audit procedure.

7. Occupational health & safety and security

o Follow all occupational health and safety procedures as outlined in the Franchise Operations Manual and Quest Occupational Health and Safety standards.

o Be alert to and report any suspicious behavior or occurrences to the Franchise Manager.

o Secure property and equipment in accordance with Quest procedures.

o Handle food safely in accordance with the Quest Food Safety policy.

o Maintain high standards of personal presentation and wear the Quest uniform in accordance with the Quest Uniform policy.

8. Other duties

o Undertake other duties within the scope of your skills, competence and training as directed.

Pay: $33.85 – $35.00 per hour

Work Location: In person