Company Description
Mondrian Gold Coast is on the sun-drenched esplanade of the iconic Burleigh Beach. This destination lifestyle precinct is a vision of some of Australia and the world’s most celebrated changemakers, risk takers and creative thinkers. Mondrian Gold Coast is an immersive precinct that reflects the culture of one of Australia’s most iconic coastal destinations.
Job Description
The Mondrian Guest Services plays a key role in delivering an outstanding guest experience by efficiently managing the hotel’s telephone system, handling guest inquiries, and addressing requests with professionalism and care. This position goes beyond answering calls – it’s about creating a memorable, personalised experience for each guest. Our Mondrian Guest Services team are empowered to take initiative, anticipate needs, and ensure that every interaction contributes to an exceptional stay.
ABOUT THE ROLE
Answer and route all incoming and outgoing calls in a prompt, professional, and courteous manner, ensuring that the hotel’s communication standards are upheld.
Respond to guest questions and requests regarding hotel services, facilities, and local attractions, or direct them to the appropriate department for further assistance.
Assist guests with making dining reservations, confirm bookings, and provide information on the hotel’s dining options.
Direct guest room service orders to the appropriate department and follow up to ensure timely delivery.
Accurately log and schedule guest wake-up calls, ensuring that guests are called at their requested times.
Monitor and handle emergency calls, following the hotel’s safety procedures and notifying Duty Manager as required.
Act as a liaison between departments to relay guest requests (e.g., housekeeping, maintenance, or food & beverage) and ensure prompt service.
Qualifications
Utilize Opera Cloud Property Management System (PMS), Seven Rooms to look up guest information, log requests, and update guest profiles.