Dealing Room jobs

Guest Service Agent – Hotel Tropiq Cairns

Location: Cairns City, QLD
Employment: Part-time / Casual

About the role

Hotel Tropiq is a 90-room hotel located in Cairns City, and we are looking for an experienced and reliable Guest Service Agent to join our front office team.

As one of the first points of contact for our guests, you will play an important role in creating a welcoming and professional experience from arrival through to departure.

This is a hands-on front office position suited to someone who is confident dealing with guests, managing reservations, solving problems and helping ensure the hotel operates smoothly throughout the day.

Key responsibilities

• Welcome guests and provide friendly, professional customer service
• Manage guest check-ins and check-outs accurately and efficiently
• Process payments, deposits and guest accounts
• Manage reservations, booking changes, cancellations and room extensions
• Respond to phone, email and in-person guest enquiries
• Assist guests with information about the hotel, Cairns attractions, transport and local services
• Monitor bookings and room availability through the hotel's reservation systems
• Communicate effectively with housekeeping and management regarding room status, guest requests and operational issues
• Handle guest complaints calmly and professionally and work towards practical solutions
• Ensure guest information, payments and reservation records are entered accurately
• Maintain a clean, organised and professional reception area
• Assist with OTA and direct reservations where required
• Complete front office administrative duties and shift handovers
• Help identify and resolve problems before they negatively affect the guest experience
• Encourage positive guest experiences, repeat business and strong online reviews

What we're looking for

• Previous experience as a Hotel Guest Service Agent, Receptionist or Front Office Agent is strongly preferred
• Experience working with hotel PMS or reservation systems
• Experience with platforms such as Booking.com, Expedia and other online travel agencies is desirable
• Experience with Preno and/or SiteMinder would be an advantage, but training can be provided
• Strong verbal and written communication skills
• Confident dealing with guests and resolving complaints
• Good computer and administrative skills
• Strong attention to detail, particularly when handling reservations and payments
• Ability to multitask and remain organised during busy periods
• Reliable, punctual and capable of working independently
• A positive, professional and team-focused attitude
• Good knowledge of Cairns and local attractions is an advantage
• Flexibility to work weekdays, weekends and public holidays as required

A hospitality qualification is desirable but practical hotel front office experience is more important to us.

What we offer

• Competitive remuneration in line with industry standards
• Flexible casual or part-time working arrangements
• Training and support
• Opportunity to develop your hotel operations and front office experience
• A supportive and practical working environment
• Opportunity for further responsibility and career progression for strong performers
• Central Cairns location

About Hotel Tropiq

Hotel Tropiq is a 90-room Cairns City hotel welcoming domestic and international travellers visiting Tropical North Queensland.

Our focus is simple: provide guests with a clean, comfortable stay supported by friendly, efficient and dependable service.

We are continuing to improve our property, systems and guest experience and are looking for team members who take pride in their work, communicate well and want to contribute to a strong hotel operation.

If you have hotel front office experience and enjoy working with guests in a busy hospitality environment, we would like to hear from you.

Please submit your CV together with a short introduction outlining your relevant hotel or customer service experience and your availability.

Employer questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years of hotel front office or guest service experience do you have?
• Have you previously worked with a hotel Property Management System (PMS)?
• Which hotel reservation or PMS systems have you used?
• Have you worked with Booking.com, Expedia or other online travel agencies?
• Are you available to work weekends and public holidays?
• What is your current availability?
• How much notice are you required to give your current employer?

Pay: $26.44 – $44.52 per hour

Expected hours: 20.0 – 48.0 per week

Application Question(s):

• How much notice are you required to give your current employer?

Experience:

• Guest services: 1 year (Preferred)

Work Authorisation:

• Australia (Preferred)

Work Location: In person