Job Title: Front Desk Team Leader (Customer Service Officer Grade 3)
Job Grade / Classification: CSO Grade 3
Employment Type: Full Time, Ongoing
The Front Desk Team Leader is the head of Front office operations at the hotel and reports to the Hotel and Hospitality Manager.
We are looking for a hospitality professional who will provide a high level of customer service to all visitors and guests at Jenolan Caves to ensure a memorable guest experience.
Key accountabilities include but are not limited to: handling visitor and guest communication in a prompt and effective manner, oversee related administration tasks related to front desk, provide training and support to team members and provide support the Hotel & Hospitality Manager.
This role needs a hands on inspirational leader who runs an efficient department, manages in house and online reputation as the face of the hotel. Ability to effectively resolve sticky situations and implement solutions to overcome guest feedback, while coaching your team to do the same
Minimum 3 years experience as a senior Front Office team member in a Hotel or Resort property.
Strong organisational and communication skills with the ability to prioritize
Proven ability to achieve deadlines, work well under pressure situations
Excellent customer service skills with a flexible and adaptable approach to achieve outcomes
Ability to motivate staff and develop team effectiveness
The flexibility to work across a 7 day rotating roster, availability for weekend/public holidays.
About Jenolan Caves
The Jenolan Caves Reserve Trustis a division within the Planning, Industry and Environment Cluster, responsible for the care, control & management of the Jenolan Visitor Use and Services Zone. This is regarded as being both environmentally and culturally significant.The Visitor Use and Services Zone includes, but is not restricted to, Caves House, retail areas, kitchen areas, front office, staff and guest accommodation, walking tracks, maintenance areas and the Caves System.
Good to know
A Recruitment Pool may be established for future roles with similar focus capabilities. The Recruitment Pool may be available to hiring managers from Planning and Environment Cluster and other NSW Public Sector agencies over a 18-month period.
Our commitment to diversity and flexibility:
The Planning, Industry and Environment Cluster strives to be an inclusive workplace for all people. We recognise that we operate in a diverse community and welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, refugees and those with disability.
We understand that flexibility means different things to different people and are committed to offering flexible work arrangements where and when possible.
Two of the questions will require you to provide specific examples from your experience (4000-character limit per question). These questions are shown below.
Q1. Please tell me about a time when you responded to a customers issue or need. What steps did you take to resolve the situation and what was the outcome
Q2. Please describe the software/s you use to assist in your day to day work. Provide an example of working with a Property Management or booking management tool that demonstrates your proficiency in this technology.
Applications Close: 31 March 2020 at 11:59 pm
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