Senior Guest Services Agent – Four Points by Sheraton Melbourne Docklands – 18 Pearl River Road


Job Number 19135062
Job Category Rooms and Guest Services Operations
Location Four Points by Sheraton Melbourne Docklands| 18 Pearl River
Road| Melbourne| Victoria| Australia
Brand Four Points
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
Where timeless classics are woven with modern details. Where business meets
pleasure. Where even when you’re global| you can experience the local.
Designed for the independent traveler seeking balance| there’s Four Points.
Job Summary

Organize and coordinate group check-in/pre-registration procedures. Sell a
room/accommodation to guests without reservations. Anticipate sold-out
situations| identify how many rooms are over-committed; obtain alternative
accommodations for guests with reservations. Block rooms in the computer|
identify designated requirements. Perform duplicate reservation checks. Run
and check daily reports/contingency lists. Supply guests with directions and
information. Answer| record| and process all guest| requests| questions| or
concerns; follow up to ensure each has been met to guests| satisfaction.
Arrange transportation for guests/visitors. Issue safe deposit boxes. Count
and secure bank at beginning and end of shift. Cash guests| checks| process
all payment types| vouchers| paid-outs| charges| and provide change. Assist
management in motivating and coaching employees; serve as a departmental role

Respond to guest requests for special arrangements or services (e.g.|
transportation| reservations| dry cleaning)

by making arrangements or identifying appropriate providers. Respond special
requests from guests with unique

needs and follow up to ensure satisfaction. Gather| summarize| and provide
information to guests about the property

and the surrounding area amenities| including special events and activities.
Answer| record| and process all guest

calls| messages| requests| questions| or concerns. Contact appropriate
individual or department (e.g.| Bellperson|

Housekeeping) as necessary to resolve guest call| request| or problem. Review
shift logs/daily memo books and

document pertinent information in logbooks. Monitor club lounge for seating
availability| service| safety| and wellbeing

of guests. Report accidents| injuries| and unsafe work conditions to manager;
and complete safety training and


Follow company policies and procedures; report accidents| injuries| and unsafe
work conditions to manager; ensure uniform and personal appearance are clean
and professional; maintain confidentiality of proprietary information; protect
company assets. Welcome and acknowledge guests according to company standards;
anticipate and address guests| service needs; assist individuals with
disabilities; thank guests with genuine appreciation. Speak using clear and
professional language; prepare/review written documents accurately and
completely; answer telephones using appropriate etiquette. Develop and
maintain positive working relationships; support team to reach common goals.
Ensure adherence to quality standards; identify and recommend new ways to
increase organizational efficiency| productivity| quality| safety| and/or
cost-savings. Stand| sit| or walk for an extended period of time. Enter and
locate information using computers/POS systems. Move| lift| carry| push| pull|
and place objects weighing less than or equal to 10 pounds. Perform other
reasonable job duties as requested by Supervisors.