Guest Experience Assistant

• Consistent, high-quality customer service delivered across all locations.
• Efficient management of the reception and lobby area, with a focus on professionalism and hospitality excellence.
• Positive feedback from personnel, customers, and guests on their arrival experience.

About The Role

We're looking for a highly motivated Guest Experience Assistant for a prestigious client based in Sydney - Inner West to assist our client in providing an exceptional guest experience by providing a warm, professional, and discreet welcome and providing administration support to the Facilities Team.

Your role is crucial in delivering a consistent and high-quality arrival experience across a global portfolio. You will also support the Client Hospitality Services team, ensuring the comfort and satisfaction of corporate guests and customers.

Why Join Our Team?

• Opportunities to work within leading international brands.
• Flexible working arrangements to accommodate your lifestyle.
• Ongoing training and support to continually grow your skills and abilities.
• Strong career growth opportunities.
• Employee recognition and reward program.
• Future opportunities to transfer to other prestige clients.

Responsibilities

Your day-to-day duties will include:

1. Reception & Lobby Experience:
• Greet personnel, customers, and guests with professionalism, ensuring a positive first impression.
• Manage the arrival process efficiently, minimizing waiting times and ensuring guests are comfortable and informed.
• Adhere to the company's security policies during the reception of customers and guests.
• Coordinate with meeting room booking processes to manage room availability and setup.
• Maintain a clean, orderly, and clutter-free reception and lobby area.
• Assist with wayfinding and orientation, ensuring seamless navigation for all visitors.
• Collaborate with the Event Coordination team for transportation and logistical needs.
• Ensure background music and ambiance meet global program expectations.
• Respond to and manage service requests or issues in real-time.
• Serve as a first responder for first aid emergencies, if needed.
2. Access & Egress Management:
• Register customers and guests using the approved booking system, issue badges, and notify the meeting host of their arrival.
• Monitor the lobby area to ensure compliance with security procedures.
• Provide Lost & Found services as necessary.
3. Telephone & Switchboard Operations:
• Answer and direct calls professionally, following the company's Service Excellence Guides.
• Manage "out of hours" switchboard operations, directing emergency and non-emergency calls appropriately.
4. Process Documentation & Training:
• Maintain and follow Standard Operating Procedures (SOPs) for all reception and lobby processes.
• Provide and update site orientation information for all locations.
• Participate in ongoing training programs to ensure consistent service delivery and continuous improvement.
5. Client Hospitality Services:
• Act as a "Workspace Ambassador," welcoming guests and ensuring their comfort in the waiting area.
• Offer refreshments to guests and provide Wi-Fi access as per the company's Data and Security Policies.
• Coordinate meeting room bookings and communicate with catering and technical teams to meet specific requirements.
• Maintain a neat and orderly reception area, ensuring it reflects the company's desired professional image.
• Conduct basic cleaning and housekeeping of the lobby and client-facing meeting rooms throughout the day.

Required Skills:

To be successful in this role, the ideal applicant will possess the following attributes and qualifications:

• Strong communication skills, with a focus on customer service and hospitality.
• Professional appearance and demeanour, in line with the company's standards.
• Ability to manage multiple tasks simultaneously while maintaining a high level of accuracy.
• Experience in a reception, hospitality, or customer service role is preferred.
• First Aid certification is a plus but not essential.

Feel free to apply even if you don't fully satisfy these requirements - we'll be in touch to discuss whether you're a good fit for either this position, or a similar role with Drake.

How to Apply

If this role sounds like you, please click on the "Apply" button and submit your resume today!

If you are not successful in this position, your details will be stored in our database. In the future, we may contact you for similar roles that align with your skillset and experience.

OUR COMMITMENT TO DIVERSITY & INCLUSION

At Drake, we are committed to fostering diversity, inclusion, and equity. While our journey is ongoing, our shared goal is to create an environment where every individual is respected and valued. We are a community that recognises the strength of diversity.

RIGHT TO WORK

The above position is open only to applicants who have a current right to work in Australia. Applicants who do not have a current right to work In Australia will unfortunately not be considered and are respectfully asked not to apply.