About this role
Guest Service Agent - Full Time
As a Guest Service Agent, you will be at the heart of the guest experience, creating a warm and memorable journey from arrival through to departure. Whether welcoming a guest for the first time, anticipating their needs during their stay or helping them discover the best of Melbourne, you will play an important role in creating stories that stay.
Tasks and responsibilities include:
Be the first point of contact for our guests, creating a warm, genuine and personalised welcome Deliver exceptional service throughout the guest journey, anticipating needs and looking for opportunities to surprise and delight Manage check-in and check-out efficiently and professionally, ensuring every interaction reflects our luxury standards Build genuine connections with guests, taking the time to understand their preferences and creating memorable moments Respond to guest requests promptly, thoughtfully and professionally, taking ownership from beginning to end Provide knowledgeable recommendations on Melbourne, dining, shopping and local experiences to help guests make the most of their stay Handle guest feedback and complaints confidently, using your initiative to find positive and appropriate solutions Communicate effectively with Housekeeping, Food & Beverage and other hotel departments to ensure a seamless guest experience Maintain a high level of professionalism and attention to detail when handling guest information, room keys, payments and confidential information Ensure the security and wellbeing of