Position Type: Full-time , 3 days a week (GSA), Night Audit shifts 11pm–7am, with relief Night Auditor duties as required.
Our team is growing, and we are currently seeking an energetic and experienced Guest Service Agent (GSA) to join our Front Office Team at Fitzroy Island Resort. We’re looking for someone who can commit to at least 12 months, with the opportunity for training and career progression. If you have a passion for providing outstanding customer service and are looking for a unique lifestyle on a tropical paradise, this could be the perfect role for you!
Position Overview:
As a Guest Service Agent & Night Auditor, you will be the first point of contact for Resort guests, ensuring they experience an exceptional and seamless stay. You’ll be reporting directly to the Front Office Manager, helping create a memorable, comfortable experience for every guest.
Key Responsibilities:
- Deliver exceptional customer service throughout the guest experience, demonstrating problem-solving abilities.
- Assist guests with check-ins/outs, reservation queries, and administrative tasks including phone and email correspondence.
- Perform night audit shifts (11pm-7am) as required, ensuring all transactions are processed accurately and reports are completed.
- Prepare quotes for reservations, tour sales & bookings, and other duties as directed.
- Provide relief Night Auditor coverage during holidays or staff absence.
- Manage bookings via phone, email, or website, handling inquiries, changes, and cancellations efficiently.
Required Skills & Experience:
- Minimum of 1 year experience in a similar role at a 4–5-star hotel or resort.
- Exceptional customer service and problem-solving skills.
- Experience with producing reports, compiling data, and handling bookings and inquiries via various platforms.
- Proficiency in using software such as Guest Centrix and Microsoft Office (experience with SiteMinder, Rezdy, and WIM would be a plus).
- Excellent verbal and written communication skills.
- First Aid certification required.
About You:
The ideal candidate will have:
- Experience in a similar role, ideally within the hospitality industry.
- Strong communication skills with the ability to maintain professionalism in a busy environment.
- Ability to work independently and as part of a team.
- A positive attitude and strong commitment to delivering exceptional service.
- Must be willing to work weekends, and a mix of morning, afternoon, and night shifts depending on business needs.
Mandatory:
All Live-on-Island employees must provide a current National Police Check issued by Queensland Police or be able to obtain one within three weeks of employment.
Why Work for Us?
- Affordable accommodation and meals included – save money while living in paradise!
- Discounted restaurants and resort activities.
- Access to the staff gym and island amenities.
- Fun, supportive, and progressive team culture.
- Endless recreational opportunities, including walking trails, snorkeling, turtle tours, kayaking, diving, fishing, and more!
About Fitzroy Island Resort:
Fitzroy Island is an unspoiled tropical paradise surrounded by the Great Barrier Reef, offering guests an opportunity to explore rainforests, beaches, and marine life. Fitzroy Island Resort is dedicated to delivering outstanding customer service, safety, and a memorable experience for all visitors. Our team thrives on collaboration and a passion for hospitality. Fitzroy Island is easily accessible by a 45-minute transfer from Cairns, Queensland.
