Hotel TOTTO Wollongong is part of EVT, and being a part of EVT means believing in changing the game. Why? Because no one wants ordinary. If you're seeking to be part of the kind of wow-factor moments you can help shape, then you've come to the right place.
About EVT:
As market-leading experience creators, we bring to life some of the best-known brands and properties in entertainment, ventures, and travel. Our portfolio includes over 140 entertainment experiences like Event Cinemas and Moonlight Cinemas, 150 award-winning restaurants and bars, and 80+ hotels, including QT, Rydges, Atura, LyLo, Independent Collection by EVT and Thredbo. Our ventures include a ~$2.3B property portfolio and hotel management, just to name a few.
About the Role
We are seeking an enthusiastic and dedicated professional to join our team in a Front Office as a casual Guest Service Agent. As the ideal candidate you'll have a robust background in a similar environment, with a strong commitment to delivering exceptional guest experiences.
At Hotel TOTTO Wollongong, we pride ourselves on providing exceptional resort accommodation and creating unforgettable experiences for our valued guests. Whether they are here for a relaxing leisure holiday, attending large meetings and conferences, or celebrating a spectacular wedding, we are committed to delivering excellence at every turn.
Skills & Experience
- Anticipate and attend to guest needs and requests promptly, delivering warm and genuine service at all times.
- Provide a friendly and professional greeting to guests upon arrival and departure.
- Perform guest check-in and check-out efficiently and in line with hotel procedures.
- Process all daily guest transactions and accounts accurately and in a timely manner.
- Ensure all accommodation, food, beverage, and miscellaneous revenue is correctly recorded and posted.
- Verify that all payment methods (cash, cheque, credit card, room charge, chargeback) are accurately processed.
- Identify and reconcile any discrepancies between revenue and payments.
- Complete the night audit process thoroughly, ensuring accuracy and attention to detail.
- Maintain full proficiency in the hotel’s computer systems relevant to night audit functions.
- Liaise with the Accounts department to ensure all financial information is reviewed and recorded daily.
- Complete first review of tasks in Tyalls and ensure follow-up actions are taken.
- Adhere to all cashiering policies and procedures.
- Maintain proper documentation to support all accounting and audit processes.
- Respond to guest comments and complaints with professionalism, empathy, and urgency.
- Uphold the hotel’s service standards across all guest interactions.
- Maintain open and consistent communication with the Night Manager.
- Comply with all operational policies and procedures as outlined in the Team Handbook.
- Participate in all Front Office communication and training sessions.
- Demonstrate full knowledge of and adherence to all Occupational Health and Safety (OH&S) standards.
- Provide support to other departments or outlets as required.
- Collaborate with Housekeeping, Reservations, and Maintenance to ensure rooms are ready for arrivals.
- Communicate guest special requests to relevant departments and follow up to ensure completion.
- Action guest messages and correspondence promptly.
- Relay important guest feedback or complaints to hotel management for follow-up.
- Maintain up-to-date knowledge of local area attractions, hotel services, and special events.
- Possess a thorough understanding of current room rates, packages, and promotions.
- Accurately book, update, amend, and file all reservations in a timely manner.
- Attend all scheduled and on-the-job training sessions as rostered.
- Maintain a clean, organised, and safe work environment.
- Follow all workplace health and safety (WH&S) procedures.
- Safeguard and maintain all operating equipment.
- Complete all assigned opening and closing duties as required.
- Assist telephonists and back-office personnel when needed.
- Attend all scheduled meetings.
- Perform other duties as directed by the Night Manager or Front Office Manager
Benefits & Perks
- Incredible team member discounts from your first day on-the-job.
- 50% off stays at EVT hotels – Rydges, QT, Atura, Lylo and more.
- $2 movie tickets, plus Moonlight, Gold Class, Candy Bar discounts and more.
- Awesome winter and summer savings and discounts at Thredbo.
- Rapid career growth opportunities through our EVT network.
- Local community involvement, volunteering and charitable giving.
- Australia and NZ’s largest and most diverse experiences company
Join Hotel TOTTO Wollongong and become an EVT experience creator, opportunity taker, the ultimate Daymaker. Join and make a positive impact on our people, communities, and environment every day.
