Emirates One&Only Wolgan Valley is a chic conservation retreat that immerses in nature.  Whether designing the perfect field trip or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion. With the call of the wild all around, we share a desire to sustain the environment surrounding the resort and minimise our own footprint: we are carbon neutral. Whether it is through animal conservation or tree planting, we like to give back in as many ways as we can to help our community flourish. 

JOB SUMMARY 

Supervise and control all the Guest Relations services of the property during the night, ensuring that a seamless customer service is delivered to guests. 

JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS  

1. Monitor and control all hotel services of the property during the night, ensuring consistency in delivering the highest standards of services. Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure.   

2. Maintains effective communication with all related departments during night shift to ensure smooth service delivery.  Be able to follow emergency response plan in a clear and calm manner.   

3. Maintains an up to date knowledge of the hotel and local services.  Supplies information and responds to guest queries. 

4. Personally handle face to face complaints related to services and provide feedback to the relevant department heads in order to implemented changes and follow-up to ensure that guest service levels are maintained and improved upon. 

5. Makes control tours of the hotel ensuring electricity usage is at a minimum, staircases are not blocked and security is a maximum.  

6. Complete ‘end of day’ closure on Protel according to the corrected procedure and standard whilst overseeing the auditing of the days business. 

7. Ensures all necessary reports are compiled and printed for the following day’s business and checks that they have been distributed accordingly and maintains up to date back-up reports. 

8. Prepares guest folios with appropriate accounting instructions and check-out guests ensuring that the hotels Credit Policy is adhered to. 

9. Ensures an effective handover of nights activities to the Front Desk Supervisor. 

10. Co-operates in the performance of any reasonable task requested by the management and adheres to all hotel policies and procedures. 

MINIMUM KNOWLEDGE/EXPERIENCE/TRAINING/QUALIFICATIONS 

• Qualifications & Experience Accreditation in Hospitality Management from a recognised institute with a minimum of 5 years experience of which a minimum of 1 year should have been at a Management level in a guest services or front of house operation. 

• Specialised Knowledge Procedures and systems used in hotel management, with a preference for front-line guest services, people management, and direct operations.  A thorough knowledge of Front Office, Guest Relations and Porter services. Computer skills and financial management are essential.  

• Additional: Fluent in English is essential, any additional languages is preferable, but no essential.    

• Manuel driving license and 4WD experience is 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.