Guest Services Officer Sydney Harbour Federation Trust location Sydney. $69,176 – $76,183 per year.

Our organisation the Sydney Harbour Federation Trust is responsible for the management of Sydney Harbour sites including Cockatoo Island in Sydney Harbour, Woolwich Dock and Parklands in Woolwich, Sub Base Platypus in North Sydney, Georges Heights, Middle Head and Chowder Bay in Mosman, North Head Sanctuary in Manly, Marine Biological Station in Watsons Bay and Macquarie Lightstation in Vaucluse.

Our mission is to “bring to life our natural and cultural heritage and provide a lasting legacy for all Australians through conservation, remediation and the adaptive reuse of places in our care”.

Sites that were for many years hidden away from public view are now open for all, containing an extraordinary mix of historic buildings, magnificent harbour views, pristine natural landscapes and defence heritage. These public spaces and parklands now offer major events, exhibitions, venue hire, accommodation, tours and business tenancy

Role overview we are looking for a friendly Guest Services Officer to provide exceptional customer service at one of Sydney’s most iconic sites - Cockatoo Island.

The Guest Services Officer holds the responsibility of welcoming accommodation, camping, and conference patrons upon their arrival at Cockatoo Island, as well as managing check-ins and departures. The primary objective is to deliver exceptional customer service, offering guests advice, information, and hospitality services throughout their stay.

This role is ideally suited for an individual with a strong focus on customer service excellence, who possesses a genuine interest in learning about the history and operations of Cockatoo Island. The ideal candidate thrives in dynamic environments, excels at quick thinking to achieve results, and enjoys collaborating within a team setting.

The position entails working on a seven-day roster, predominantly covering day and afternoon shifts. The role will be offered on a full-time basis, working on average, 37.5 hours per week.

Role accountabilities meet and greet paying accommodation guests and conferencing patrons to Cockatoo Island and complete financial and reservations processes in accordance with the Harbour Trust Operations Manual. Support the Manager Guest Services with the smooth running of camping, accommodation, and conferencing facilities, together with reporting and maintenance issues across all facilities.

Liaise with external stakeholders to ensure all accommodation facilities are cleaned prior to guests’ arrival and maintained at a high standard. Prepare required reports and gather guest feedback in accordance with the operations manual. Provide relevant information to guests about the offerings on Cockatoo Island and suggestive sell to enhance the guest's experience.

Maintain conference facilities, manage large bookings, and provide assistance as required. Actively work towards resolving guest disputes and grievances. If not possible refer to the Manager Guest Services.  Ensure all operational services are maintained in the absence of the Manager Guest Services.

Manage incoming bookings and reservation enquiries accurately and in a timely manner. Build and maintain effective relationships with the Cockatoo Island Accommodation team, tenants, volunteers, rangers, security, contractors and staff. Ad hoc duties as required .

Salary and Benefits $66,515-$73,253 per annum, plus superannuation. 10% shift loading. Healthy lifestyle cash benefit. Access to: EAP, Flu Shots, Volunteer leave, study leave, learning and development opportunities.

Selection criteria a minimum of 2 years demonstrated experience in a similar role in hospitality, liaising with guests and accommodating their needs. Knowledge or understanding of RMS booking system and IT knowledge and skills in Microsoft Office (Word, Excel and Outlook).

The ability to deliver exceptional 5-star customer service, have exceptional personal presentation and a friendly and outgoing disposition to provide high quality tourism experience for camping and accommodation customers.

Demonstrated ability to prioritise, time manage and manage workloads with competing demands. A team spirit, with a willingness to assist in all area’s when required to ensure that we exceed guest expectations at all times. Ability to cover day and afternoon shifts on a seven-day roster.

First Aid Certificate. Current Drivers Licence. Willing to undertake a Police Check & Working with Children Check. Australian citizenship or the ability to work in Australia. Ability to work on site full-time, at Cockatoo Island. Desirable criteriaaccreditation from a recognised institute with focus on Hospitality Operations.