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About the Role
We are recruiting a welcoming and passionate hospitality professional to join our Reception team as a Guest Service Attendant. You'll create the first impression and lasting memories that shape every guest stay. Through genuine hospitality, thoughtful service and attention to detail, you'll help every guest feel welcomed, valued and cared for from arrival to departure. Working as part of the Front Office team, you'll build meaningful guest connections while ensuring every interaction reflects the exceptional experiences our hotels are known for.
Responsibilities
- Welcome guests with warmth, professionalism and genuine hospitality from arrival to departure.
- Complete guest check-in and check-out processes efficiently and accurately.
- Adapt communication and service approach to different guests and situations.
- Use sound judgement to resolve routine guest requests and escalate complex or sensitive matters appropriately.
- Build genuine guest relationships by anticipating guest needs and creating memorable experiences.
- Maintain accurate guest records and process payments in accordance with hotel procedures.
- Collaborate with colleagues across departments to ensure a seamless guest experience.
- Maintain a professional, organised and welcoming Front Office environment.
- Follow company policies, security procedures and workplace health and safety requirements.
- Share relevant guest information with Housekeeping, Reservations, Food & Beverage and Maintenance to support a seamless stay.
- Use guest feedback and observations to identify simple opportunities to improve the experience.
- Resolve guest requests and service recovery situations with confidence and professionalism.
- Promote hotel facilities, services and guest experiences to maximise guest satisfaction.
Requirements
- Passion for delivering exceptional guest experiences and customer service.
- Excellent verbal and written communication skills.
- Professional presentation and interpersonal skills.
- Ability to remain calm, organised and solution-focused in a fast-paced environment.
- Confidence using hotel systems and handling guest information responsibly.
- Ability to collaborate across departments and share information effectively.
- Strong attention to detail and organisational skills.
- Ability to build positive relationships with guests, colleagues and stakeholders.
- Previous experience in a customer service, hospitality or front office environment preferred.
- Confidence using computer systems and learning new technology.
- Experience with hotel Property Management Systems (PMS) is advantageous.
- Ability to manage multiple guest enquiries while maintaining exceptional service standards.
Skills
- Exceptional guest experiences
- Customer service
- Verbal communication
- Written communication
- Professional presentation
- Interpersonal skills
- Calmness
- Organisation
- Solution-focused
- Hotel systems
- Guest information handling
- Collaboration
- Information sharing
- Attention to detail
- Relationship building
- Computer systems
- Learning new technology
- Property Management Systems (PMS)
- Managing multiple guest enquiries
- Exceptional service standards
Location
- Sydney CBD
Work Type
- Full-time
Experience Level
- Previous experience in a customer service, hospitality or front office environment preferred
- Experience using a Hotel Property Management System (PMS) is preferred
Education Level
- Relevant qualification in Hospitality, Tourism or Business is advantageous
- Current Responsible Service of Alcohol (RSA) certification (where required)
- Previous training or certification in customer service or hospitality is advantageous
Benefits
- Accredited learning pathways
- Support for further education and university opportunities
- Exclusive accommodation discounts
- Dining discounts
- Global career opportunities
- Travel experiences
- Discounts on groceries, shopping, entertainment, travel and everyday essentials
- Wellbeing resources
- Employee Assistance Program (EAP) services
- Birthday Leave
- Parental Leave
- Purchased Leave
- Life Leave
About the Company
- TFE Hotels is one of Australia's leading global hospitality groups.
- Operates 80+ hotels, 12+ brands across 11+ countries.
- Combines local spirit with international opportunity.
- Passionate about people and the experiences created together.
- Celebrates individuality and fosters natural collaboration.
- Provides support for growth, learning, and impact with tools, development, and benefits.