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Guest Services Agent Team Leader

Mary Mackillop Place is currently seeking a Guest Services Team Leader, someone who is smart and considerate – someone who has "nice person" written all over them. We're after fast-thinking, customer focused problem solvers who take pride in creating and delivering great customer experiences.

The role involves leading a small Reception Team, as well as hands-on reception tasks, including providing friendly, personalised customer service in responding to accommodation enquiries.

As one of our welcoming faces of the Mary Mackillop Place, you will be a point of contact for our guests, visitors and pilgrims, have a real passion for delivering excellent customer service and providing a unique guest experience. You will be responsible for welcoming guests, dealing with general guest enquiries, performing check-in and check-out procedures and assisting with luggage. You'll bring your passion to work every day and be empowered to work as part of a team, anticipating our guests' needs and delivering an exceptional service experience.

Responsibilities:

Your team leadership activities will involve working closely with the Guest Services Manager. It will also involve:

  • rostering, training and leadership of the front office team to ensure high levels of work productivity and quality, positive employee engagement and retention, and strong alignment with Mary Mackillop values, ethos and procedures.
  • being a great ambassador of Mary MacKillop Place.
  • having a good eye for detail – our processes are super important in helping us deliver a consistent guest experience.
  • dealing with a variety of people, so your communication will be adaptable. You'll be a brilliant communicator - consistently clear and concise.
  • conducting guest arrivals & departures.
  • confidently providing personalised guest service.
  • imparting your knowledge and recommendation about the site, it's facilities and the local area.
  • ensuring guests queries and complaints are handled efficiently and effectively.
  • finalising guests accounts, including cash handling.
  • assisting in general administration &  accounting duties.

Skills & Experience

You will:

  • have some experience working in Hospitality or Customer Service roles & know what makes for great service.
  • be professional and personable, with a "role up the sleeves", can do attitude.
  • have previous experience in PMS systems.
  • be able to make calm, collected decisions.
  • have excellent written communication & phone skills.
  • meet the appropriate legal requirements to work in Australia.
  • a commitment and passion for delivering exceptional and caring service.
  • you will demonstrated organisational skills with attention to details.
  • have professional interpersonal and communication skills.
  • have previous experience in Front Office Reception or in a Hospitality role, which is essential.

Availability:

This position is Full time weekdays and weekends. The earliest shift usually starts @7am and the latest shift will see you finish no later than 9.30pm.  

No holiday working visa; permanent resident only.

Only short listed applicants will be contacted.

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