Front Office Receptionist | Guest Service Agent

About RACV Royal Pines Resort

Located on the Gold Coast in Queensland, the RACV Royal Pines Resort is a leading destination on a championship golf course near Surfers Paradise. Known for spacious rooms and authentic culinary experiences, it offers opportunities to grow within the tourism and hospitality sector as part of a well-established Australian brand and the state's largest member-based organisation.

Role Overview

We are seeking an enthusiastic Front Office Receptionist/Guest Service Agent to join our rooms division team. This role involves being the initial point of contact for guests, delivering a warm welcome, addressing inquiries, and upholding the high service standards of RACV.

Key Responsibilities

• Facilitate guest check-ins and check-outs, process reservations, conduct pre-arrival verifications, manage late arrivals, cancellations, room assignments, and VIP or upgrade requests.
• Stay informed about resort facilities, room rates, amenities, promotions, availability, pricing, and policies.
• Engage with guests and groups via phone, email, and online systems to coordinate accommodation and restaurant bookings, internal room service orders, housekeeping requests, and general queries.
• Enhance guest experiences by promoting additional services, upselling, and encouraging repeat visits to drive revenue.
• Keep accurate records and manage booking systems including PMS Opera, Micros, and SevenRooms, handling payments and receipts effectively.
• Collaborate closely with housekeeping, kitchen, and food & beverage teams to communicate guest requirements and special requests seamlessly.

Candidate Requirements

• Ability to work full-time or part-time on a rotating weekly roster with shifts between 6am and 11pm, including evenings, weekends, and public holidays.
• Previous experience in front office, reservations, or customer service roles within four or five-star hotel/resort environments.
• A passion for hospitality and delivering outstanding customer service.
• Strong communication and interpersonal skills with a professional telephone demeanor.
• Competency with administrative software such as MS Office; experience with PMS Opera is advantageous.
• Proactive approach to handling multiple tasks efficiently in a fast-paced setting.
• Excellent time management, keen attention to detail, and effective problem-solving skills.
• A professional and approachable attitude, with a commitment to teamwork and service excellence.
• Maintains excellent personal presentation standards.
• Must hold or be eligible to obtain a Queensland Working with Children Check (Blue Card).

Benefits and Perks

• Full-time or part-time permanent employment.
• Competitive salary with additional penalty rates for evenings, weekends, and public holidays.
• Exclusive employee discounts on RACV products and resort services.
• Recognition programs including employee of the month awards and a supportive team culture.
• Opportunities for ongoing training, professional development, and career advancement.
• Provision of laundered uniforms and complimentary onsite parking.

Additional Information

Applicants will undergo a 20-minute AI-led online chat interview and must prove eligibility to work in Australia and consent to criminal record checks.

Applicants are required to provide evidence of a current Working With Children Check or be willing to obtain one.

Applicants should confirm the ability to meet the inherent job requirements and indicate if reasonable adjustments are needed.

RACV embraces diversity and inclusion, encouraging applicants to notify the Talent Acquisition Team for any recruitment or role-related accommodations.