Question 1

What is the difference between a guest services officer and a concierge?

Accepted Answer

A guest services officer focuses on overall guest satisfaction, complaint resolution and special requests across all areas of the hotel. A concierge typically focuses on external services like restaurant bookings and tours. Under the Hospitality Industry Award, guest services officers are typically classified as Guest Relations or Front Office employees.

Question 2

What award covers guest services officers in Australia?

Accepted Answer

Guest services officer positions are covered by the Hospitality Industry (General) Award 2020 (MA000009). This award applies to employees in hotels, resorts, motels and similar accommodation establishments. Always verify which award applies to your specific property.

Question 3

What classification level should I use for a guest services officer?

Accepted Answer

Under the Hospitality Industry Award, guest services officers typically fall under Level 3-4 depending on experience, decision-making authority and problem-solving responsibilities. Senior guest services roles may be classified at Level 5. See our Hospitality Award pay rates guide for current rates.

Question 4

Should I include pay rates in a guest services officer job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the applicable award rate or use phrases like 'Award rates plus penalties' or 'Competitive salary based on experience.' Check the current Hospitality Award rates for guidance.

Question 5

What qualifications do guest services officers need?

Accepted Answer

A Certificate III or IV in Hospitality is highly desirable for guest services officer roles. More important are excellent communication skills, problem-solving ability, professional presentation and demonstrated customer service experience. Experience in handling complaints and difficult situations is essential.

Question 6

Do guest services officers need any certificates?

Accepted Answer

No specific certificates are legally required. However, formal hospitality qualifications (Certificate III or IV) are beneficial. Some properties may require RSA (Responsible Service of Alcohol) if the officer handles guest complaints in bar or restaurant areas. First aid certification is often preferred.

Question 7

What experience should I look for in a guest services officer?

Accepted Answer

Look for candidates with previous hotel or hospitality experience, proven customer service excellence, experience handling complaints and difficult situations, strong communication skills and ability to remain calm under pressure. Experience in a front-facing guest relations role is highly valuable.

Question 8

Can I hire guest services officers without hotel experience?

Accepted Answer

Guest services officer roles typically require some hospitality experience due to the complexity of guest issues handled. However, candidates from other customer service industries (airlines, high-end retail) with excellent problem-solving skills can transition successfully with proper training and mentoring.

Question 9

Should I hire casual or permanent guest services officers?

Accepted Answer

Guest services officer roles typically work best as permanent positions due to the relationship-building nature of the work and need for deep property knowledge. However, casual officers can support during peak periods. See our guide on casual vs permanent employment trends and simplify employee management with HR software.

Question 10

What penalty rates apply to guest services officers?

Accepted Answer

Under the Hospitality Industry Award, penalty rates apply for: Saturdays, Sundays, public holidays, and shifts outside ordinary hours. Guest services officers may work varied shifts to ensure coverage during high-guest-activity periods. Casual employees receive a 25% loading instead of leave entitlements. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for guest services officers?

Accepted Answer

Under the Hospitality Industry Award, the minimum engagement for casual employees is typically 2-3 hours per shift depending on circumstances. Part-time employees also have minimum shift requirements. This ensures employees receive reasonable compensation for attending work. Check the award for specific requirements.

Question 12

What should I include in a guest services officer employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type (casual/part-time/full-time), hourly rate or salary, applicable award, reporting structure, main duties including complaint resolution authority, work location, shift patterns, uniform requirements and any VIP guest handling protocols. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to guest services officers?

Accepted Answer

Under the Hospitality Industry Award, rosters must be provided at least 7 days in advance. Changes within this period require employee agreement unless due to unforeseen circumstances. Using rostering software helps support compliance and gives staff visibility of their upcoming shifts.

Question 14

What are typical shift patterns for guest services officers?

Accepted Answer

Guest services officer shifts typically align with peak guest activity periods - often day shifts (8am-5pm) or afternoon shifts (2pm-11pm). Some properties have guest services coverage seven days a week, others Monday to Friday. Weekend coverage may attract penalty rates under the award.

Question 15

What breaks are guest services officers entitled to?

Accepted Answer

Under the Hospitality Industry Award, employees working more than 5 hours are entitled to an unpaid meal break. Paid rest breaks also apply based on shift length. Breaks should be taken at appropriate intervals during the shift. Use break planning tools to support compliance while maintaining guest services coverage.

Question 16

How do I manage guest services coverage during peak periods?

Accepted Answer

During high-occupancy periods, conferences or events when guest issues increase, ensure adequate guest services officer coverage. Use rostering software to schedule additional staff during predictable busy periods. Consider on-call arrangements for urgent guest issues outside normal coverage hours.

Guest services officer job description