Guest Services Agent | Rottnest Island WA

Our Story
 
Over the last forty years, this family company has grown from its remote accommodation beginnings, to become the highly regarded organisation behind a broad range of properties with names familiar and dear to many people.
 
The Prendiville Group owns and operates numerous iconic tourism, hospitality and entertainment facilities. Represented in a host of different environments, from the red earth mining centre of Karratha, to the lush vineyards of the South West, to the blue waters and white beaches of Rottnest Island, and the rich port heritage of Fremantle.

Samphire Rottnest, located on the premiere tourist destination Rottnest Island, hosts 80 suites, pools, unique dining options, and a range of indoor/outdoor function spaces, overlooking breathtaking views of Thomson Bay. We are entering a new and exciting era and are looking forward to building our team in support of this.
 
 
A Prendiville Group hotel will take you to some of Australia’s most awe-inspiring destinations; from pristine beaches, lush vineyards, island get aways and red earth outback adventures.
 
 
The Role
As our Guest Services Agent, you will be the warm welcome, tone setter and communications expert in advising and troubleshooting all guests needs & queries from the moment they engage with the Samphire Rottnest and walk through our doors for their dreamiest resort stay.
 
With a natural flare for creating memorable customer experiences and becoming an encyclopedia of island knowledge – being the key person that can guide guests towards the ‘must do’ activities and dining experiences, that will leave them with endless stories to travel home with.

This role would suit an experienced hotel guest agent or customer service professional looking to take the next step in their career, whilst working on one of the dreamiest locations in Australia.
 
 
Key Responsibilities

• Check-In/Check-Out: Efficiently process guest check-ins and check-outs, providing key resort info.
• Guest Assistance: Answer inquiries and handle special requests.
• Reservation Management: Manage and update guest bookings, assisting with changes or upgrades.
• Communication: Coordinate guest requests with relevant departments.
• Billing and Payments: Process payments and handle billing inquiries.
• Guest Service Excellence: Provide a professional, welcoming experience and resolve complaints.
• Facility Management: Inform guests of events and updates on resort services.
• Safety and Security: Ensure a secure environment and report issues promptly.
• Record Keeping: Maintain guest records and prepare reports.
• Team Collaboration: Work with other departments to ensure a seamless experience.
• Additional Duties: Assist with resort tasks or special events as needed.

 
 
About You

• Minimum of 2 years customer service and/or hotel reception experience
• Vibrant, warm, and welcoming
• Comprehensive knowledge of Front Office operations.
• Ability to work well under pressure – remaining calm & collected.
• Strong customer relations and passion for creating elevated experiences.
• Immaculate presentation and strong written & verbal communication.
• Working knowledge of Guest Centrix or similar Property Management System – desirable
• Working knowledge of Levart or similar channel manager – desirable

 
 
Benefits

• Access to The Master Key program! Unlock a range of rewards across all of the Prendiville Group venues.
• 2 meals provided daily (depending on rostered shift)
• Staff accommodation, utilities, and linen provided in salary package. 
• Endless views & 63 beaches to explore across the island (there’s even a pink lake!).
• Monthly ferry tickets to explore the mainland and shake out your sea legs.
• Opportunity to progress in your career across the Prendiville Group.
• Range of staff events and recognition programs.

 
 
NOTE: Open to Commuter candidates or those would prefer to LIVE ON island