Encore by Mingara | Guest Service Agent

Nestled within the iconic Mingara Recreation Club precinct, our independent 86-room hotel on the NSW Central Coast has spent its first year delighting guests with contemporary comfort, relaxed coastal charm, and exceptional hospitality. As a values-driven organisation dedicated to enriching our community, we’re seeking passionate team members who create memorable, meaningful guest experiences from the moment of arrival to the very end of their stay.

In this role, you’ll bring energy, professionalism, and a sales-minded approach—elevating each guest interaction by offering personalised recommendations, upselling premium experiences, and turning challenges into positive outcomes. You will collaborate closely with all departments to deliver seamless service, optimise occupancy, and ensure every guest leaves feeling truly cared for.

We’re looking for individuals with hotel or related guest-service experience, impeccable presentation, a bright and engaging personality, and the confidence to navigate modern systems and reservation platforms. In return, you’ll enjoy full-time stability, clear advance rosters, exceptional staff benefits, and opportunities to grow within a leading industry organisation.

Main Responsibilities

• Welcome guests warmly and manage check-in/check-out with professionalism and ease.
• Oversee reservations, room allocations, and identify opportunities for room upgrades and enhanced guest experiences.
• Deliver outstanding service by responding to guest inquiries, resolving concerns, and anticipating guest needs.
• Work collaboratively with all departments to ensure seamless operations and exceptional guest outcomes.
• Process payments, maintain accurate financial records, and uphold high administrative standards.
• Promote hotel amenities, packages, and on-site experiences to enhance guest satisfaction and maximise revenue opportunities.
• Support the hotel's revenue management strategy through effective room allocation, upselling, occupancy optimisation, and the promotion of value-added products and services.
• Maintain a strong understanding of current offers, pricing strategies, and guest experience initiatives to contribute to business performance objectives.

What Success Looks Like

• Bring prior experience in a similar role, ideally within a hotel or guest-facing environment.
• Demonstrate exceptional customer service skills, paired with a naturally bright, warm, and engaging personality.
• Present themselves with professionalism, confidence, and attention to detail at all times.
• Possess strong computer literacy, with the ability to learn new systems quickly; previous experience with a Property Management System (PMS) is highly advantageous.
• Show initiative, adaptability, and a proactive approach to enhancing both guest satisfaction and operational efficiency.
• Have the ability to support revenue-focused initiatives through effective upselling and promotion of hotel services and experiences.
• Be flexible and available to work across a seven-day rotating roster, including mornings, evenings, weekends, public holidays, and peak trading periods as required.
• Thrive in a fast-paced environment and demonstrate a willingness to adapt to the changing needs of the business.

Why Life’s Great When You Work With Us 

• Rosters Posted 4 Weeks in Advance - allowing you to plan what's happening well in advance 
• Opportunities to grow your career with a leader in the industry 
• 30% off Food in our Venue - even when you bring friends & family 
• FREE Espresso Coffee & Soft Drink 
• FREE Gym Membership 
• Discounted swimming lessons  
• Up to $1,500 in educational scholarships per year to progress your knowledge of our industry 

If this sounds like you, we would love to meet you!