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Guest Service Agent 


At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™ and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 


Life in the Blue Mountains
A scenic 2.5-hour drive from Sydney, Emirates One&Only Wolgan Valley is an ultra-luxury conservation resort located in the Greater Blue Mountains World Heritage-listed region. The resort offers award-winning culinary experiences, a range of nature activities including hiking, four-wheel driving, cycling and horse riding and the One&Only Spa, for pampering spa and wellness experiences.
Emirates One&Only Wolgan Valley is highly acclaimed in the industry, it continues to be awarded for its excellence in tourism, accommodation, spa, cuisine, and sustainability.


Job Summary 

  • Responsible for the provision of a comprehensive Front Office Desk service which includes receiving guests, check in and check out, preparing accounts and billing, process payments and respond/attend to guest general inquires / requirements.  Should be well versed on all aspects of the Property Management Systems (PMS) and all aspects of the hotels facilities, services and nearby attractions. 

  • Provide personalised services and co-ordination of all aspects of the guest’s stay at the Resort, through communication with other departments, and to act as the primary link between the guests and the operations when attending to visitors and guests services and enquiries.  Assist guests with all aspects of services available and required in the resort including the Business Centre. 

  • Follows standards and procedures set out by Emirates One&Only Wolgan Valley Resort. 


Key Duties and Responsibilities 

  • Ensure the highest standard of customer service is provided to guests, corporate and telephone clients ensuring smooth and seamless check in procedures, issuance of keys/key cards and ensuring the appropriate porter services are provided. 

  • Respond to queries on room tariff’s and charges for services delivered.  Perform front office cashiering functions and ensure accurate collection of cash during check-out services and during foreign exchange transactions.   

  • Be fully conversant with all the front office Property Management Systems; including back of house systems, spa reservations, front office cashiering, reservations systems and other interfaced systems as required. 

  • Be aware at all times of the hotel occupation status with reference to availability of rooms; including forecasts, group bookings, VIPs, Royalty and any other specific occupancy issues that may arise. 

  • Ensure all guest information is accurately recorded into the guest register to ensure critically correct guest database and history; this will ensure that all departments have access to correct information at all times enabling them to provide the service levels required by an One&Only property.  

  • Handle and process all guest correspondence, messages or requests as required, either to the guests’ rooms or to the relevant department ensuring seamless and effective communication.   

  • Liaise with all departments within the property in order to ensure seamless services when allocating rooms.  Ensure that all rooms that are available have been checked before allocation to an arrival; this will be achieved through correct communication with particularly Housekeeping, Maintenance and F&B.

  • Assist in reservations, amendments, cancellations, queries and correspondence with all guests as needed to ensure all systems are up to date and accurate, including forecasts.  Ensure that all paperwork, correspondence and information is correctly filed, stored or distributed as necessary and according to front office procedures. 

  • Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring that the property maintains its mark as one of the leading properties. 

  • To arrange and co-ordinate the activities, tours /transfers and special requests of guests and visitors to the resort, ensuring that they have the maximum comfort and convenience for the duration of their visit. 

  • To represent the image of the resort’s services, its ideals, and its policies by maintaining a groomed and professional appearance in dealing with all visitors: and at all times promote a friendly, informal, and polite relationship between guest and staff. 

  • To be familiar with all resort facilities and available services. This is to include all relevant outside services, attractions and nearby sport and recreational facilities in order to advise guests on any queries that may arise. 

  • Adheres to all hotel policies and procedures and standards laid out by One&Only resorts and practices these daily. 


Skills, Experience & Educational Requirements  

  • Accreditation from a recognised institute with a minimum of 4 years’ experience in the Hospitality Industry of which a minimum of 1 year should have been in a guest services or front of house operation.  

  • Procedures and systems used in hotel management, with a preference for front-line guest services, people’s management and direct operations. A thorough knowledge of Front Office, Reservations and Housekeeping operation. Preference and knowledge of hotel industry sales and marketing would be an advantage. Computer skills including proficiency in Microsoft Office and PMS (property management systems) essential.  


Additional Requirements 

  • Fluency in English is essential, any additional languages is preferable, but not essential. 


What you get

We provide FREE accommodation with fantastic staff facilities including a pool, tennis court, basketball court, fully equipped gym, café, and bar. All accommodation is furnished, with a kitchen, bathroom, and living space with a TV. We also provide FREE lunch and dinner every day. 


One&Only is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. With internal programmes focused on growing our talent, we offer excellent internal growth opportunities globally.