Front Office Receptionist Guest Service Agent

• Permanent Part-time min 15 hours, 3+ shifts week
• Generous employee benefits & discounts on RACV products & 10 resorts
• Join a large trusted Australian brand & VIC's largest member-based organisation

Great Things Start Here 

Be part of a purpose-driven organisation creating meaningful travel and leisure experiences, useful home products and services, better outcomes for drivers, and a cleaner energy future.  

At RACV Royal Pines Resort, a short drive from Surfers Paradise set on a championship golf course with spacious rooms and authentic culinary experiences, enjoy the best of tourism and have room to grow in a changing industry that's yours to shape. Join our supportive leisure team whose job it is to help people live their best lives — whether they're on holiday, visiting an attraction or treating loved ones to a special experience.

About the Opportunity 

Our team is growing and an exciting opportunity has arisen for a dedicated and customer-focused Front Office Guest Service Agent to join our dynamic rooms division team. As the voice of RACV Royal Pines Resort, you will be part of a large team and the first point of contact, to assist guests with booking enquiries, reservations and in-house guest service requests. 

This could be just the right role for you? 

As a Front Office Guest Service Agent, you will be pivotal in setting the tone for the guest journey, from the moment they arrive, you'll provide professional and exceptional customer service that goes above and beyond — helping create memorable experiences and consistently exceeding expectations.  Your key responsibilities for the role include: 

• Interact with guests and groups on the phone, in person, email and online booking systems, creating accommodation and restaurant reservations, IRD orders, housekeeping requests and enquiries

• Provide premium guest services and maintain an up-to-date knowledge on resort services, promotions, availability, pricing and policies

• Assist guests to confirm and process reservations, complete pre-arrival checks, follow up late arrivals, changes or cancellations, monitor room blockings, report pick up, VIP & upgrades

• Support reception with customer service as required
• Tailor the guest experience to generate revenue through upselling, cross selling, repeat business and promoting inhouse services

• Maintain accurate records and booking systems including PMS Opera, Micros and SevenRooms

• Collaborate with the front office team and other departments, including housekeeping, kitchen and food & beverage to communicate guest needs and ensure special requests are met in a timely and efficient manner

• Provide guests with attentive service, promptly and professionally resolving any issues that arise

What you'll need to be successful 

• Full availability and flexibility are essential to work various shifts between 6am-12am, on a weekly rotating roster, inclusive of evenings, weekends & public holidays, eg 6.30am-2.30pm, 2.30pm-10.30pm

• Previous experience in front office reception, guest services, reservations or customer service role in a 4-5 star hotel/resort environment

• Professional phone manner, communication and interpersonal skills

• Proficient administration skills in software programs such as MS Office, with PMS Opera, desirable

• Be flexible/adaptable, proactive in a fast-paced environment and prioritise the workload to handle multiple tasks & enquiries simultaneously

• Excellent time management, attention to detail and ability to problem solve

• Demonstrate a positive attitude, work well in a team environment and are committed to providing guests with exceptional service

• Excellent personal presentation

We are Offering 

• Permanent Part-time min 15 hours week / 3+ shifts week

• Industry benchmarked competitive salary + penalties for evenings, weekends & public holidays 

• Generous employee discounts on RACV products & resorts, accommodation, dining, gym, golf, health & wellbeing, roadside, insurance, paid volunteer day, corporate partner offers, EAP + more

• Career training and development opportunities

• Employee of the month awards & recognition programs

• Values led company & healthy team culture

• Uniform 

• Complimentary parking onsite

The RACV difference 

Be part of a team who cares. Back your ambition and find a new career with RACV.  

Application process

You can learn more about the RACV at 

Applicants will be required to complete an initial 20-minute AI online chat interview.

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

Applicants for this role, will also be required to provide evidence that they have a current Working With Children Check or willing to obtain a Working With Children Check.

Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis - Front Office and whether any reasonable adjustments may be required.  

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

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