Wharf Rd & Merewether St, Newcastle NSW 2300, AustraliaPosted Thursday 3 April 2025 at 2:00 pmPosition Overview:The Concierge Department is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Concierge will be point of call offering local area knowledge to guests, assist with luggage, & assist with porter duties to make sure they have all they need for a great stay.Our Vision is being leaders in creating experiences and properties that escape the ordinary.Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.Our GoalsGrowing revenue above marketBusiness transformationOur ValuesEmpowerment: We make it happenPossibilities: We evolve and innovateCommunity: We make the connectionKey AccountabilitiesWelcome guests in a friendly, prompt and professional manner recognising EVT Rewards Club Members and also returning guestsProvide information on hotel services and room locationAnswer phones in a prompt and courteous mannerAnswer, record and process all guest calls, messages, requests, questions or concernsRecord guest preferences in the systemAccurately process all cash and credit card transactions using established proceduresCommunicate any outstanding guest requests or issues to management that may require additional monitoring or follow-upCarry out porter dutiesTake action to solve guest problems/complaints using appropriate service recovery guidelinesFollow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on dutyMay routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changesWork as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and servicePerform other duties as assigned including guest room tours, concierge services, special guest requests, etc.Perform all other duties as required by Front Office Manager or designateKnowledgeable of all special promotion procedures, for programs such as; seasonal packages, Frequent Flyer programs, and also EVT Loyalty programsAccountabilitiesFrequently standing up behind the desk and front office areasCarrying or lifting items weighing up to 23 kilogramsHandling objects, products and computer equipmentBasic computer skills to operate various property management and reservations systems, etc.What we need from youBeing passionate about people and serviceStrong communication skills essential when interacting with guests and employeesReading and writing abilities are used often when completing paperwork, logging issue complaints/requests/ information updates, etc.Basic math skills are used frequently when handling cash or credit.Problem solving, reasoning, motivating and training abilities are often usedHave the ability to work a flexible schedule including nights, weekends and/or holidaysMust speak local language(s)A current valid driver’s licence (not learner)At EVT, we want our people to experience our businesses and be brand and experience advocates. So, we make sure access to amazing ‘Elevate Perks’ are available to all staff from day dot.Incredible team member discounts from your first day on-the-job.50% off stays at EVT hotels – Rydges, LyLo, QT, Atura, and more.$2 movie tickets, plus Moonlight, Gold Class, Candy Bar discounts and more.Awesome winter and summer savings and discounts at Thredbo.Rapid career growth opportunities through our EVT network.Local community involvement, volunteering and charitable giving.Australia and NZ’s largest and most diverse experiences company.
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