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
