Front Office Receptionist / Guest Service Agent

• Join a large & trusted Australian Brand

• Generous employee benefits & discounts on RACV products & 10 resorts

• Silver Award Winner 5 star Luxury Accommodation 2024 QLD Tourism Awards

Great Things Start Here

Be part of a purpose-driven organisation creating meaningful travel and leisure experiences, useful home products and services, better outcomes for drivers, and a cleaner energy future.  

At RACV Royal Pines Resort, a short drive from Surfers Paradise set on a championship golf course with spacious rooms and authentic culinary experiences, enjoy the best of tourism and have room to grow in a changing industry that's yours to shape. Join our supportive leisure team whose job it is to help people live their best lives — whether they’re on holiday, visiting an attraction or treating loved ones to a special experience.

About the Opportunity 

Are you passionate about hospitality and thrive in a dynamic, guest-focused environment? An exciting opportunity has arisen for a Front Office Receptionist/Guest Service Agent, to join our rooms division team. As a valued team member, you’ll be the first point of contact for our guests — providing warm welcomes, handling enquiries, and delivering exceptional service that reflects the RACV service standards.

Full availability and flexibility is required to work a rotating roster on various shifts between 6am-11pm, inclusive of evenings, weekends & public holidays. Eg shift times, 6.30am-2.30pm & 2.30pm-10.30pm.

This could be just the right role for you? 

As a Front Office Receptionist/Guest Service Agent, you will play a key role in shaping the guest experience — delivering outstanding service and consistently exceeding expectations from the moment they arrive. Reporting to the Duty Manager, your key responsibilities for the role include: 

• Interact with guests and groups on the phone, email and online booking systems, creating accommodation and restaurant reservations, IRD orders, housekeeping requests and enquiries
• Maintain an up-to-date knowledge on resort services, accommodation rates, amenities, promotions, availability, pricing and policies
• Assist guests to check in/out, confirm and process reservations, complete pre-arrival checks, follow up late arrivals, changes or cancellations, monitor room blockings, report pick up, VIP & upgrades
• Tailor the guest experience to generate revenue through upselling, cross selling, repeat business and promoting inhouse services
• Maintain accurate records and booking systems including PMS Opera, Micros and SevenRooms
• Process payments, receipt and record all monies 
• Collaborate with the front office team and other departments, including housekeeping, kitchen and food & beverage to communicate guest needs and ensure special requests are met in a timely and efficient manner
• Provide guests with attentive service, promptly and professionally resolving any issues that arise

What you'll need to be successful

• Full availability and flexibility are essential to work various shifts between 6am-12am, on a weekly rotating roster, inclusive of evenings, weekends & public holidays
• Previous experience in front office, reservations or customer service role in a 4-5 star hotel/resort environment
• Excellent communication and interpersonal skills with a professional phone manner
• Proficient administration skills in software programs such as MS Office, with PMS Opera, desirable
• Be proactive in a fast-paced environment and prioritise the workload to handle multiple tasks & enquiries simultaneously
• Excellent time management, attention to detail and ability to problem solve
• Demonstrate a friendly professional manner, positive attitude, work well in a team environment and are committed to providing guests with service excellence
• Excellent personal presentation
• Hold or be eligible to obtain a Qld Working with Children Check Blue Card

We are Offering 

• Casual 3+ shifts per week
• Competitive hourly rate + penalties evenings, weekends & public holidays 
• Generous employee benefits & discounts on RACV products & 10 resorts 
• Healthy team culture + employee of the month awards & recognition 
• Training, development and career progression opportunities
• Laundered uniform 
• Complimentary parking onsite 

The RACV difference 

Be part of a team who cares. Back your ambition and find a new career with RACV.  

Application process

You can learn more about the RACV at www.careers.racv.com.au

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

Applicants for this role, will also be required to provide evidence that they have a current Working With Children Check or willing to obtain a Working With Children Check.

Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis - Front Office and whether any reasonable adjustments may be required.  

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Submit your CV via the link below.