Customer Relations Agent

Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

National career growth opportunities

Discounts on accommodation

Employee Assistance Program

Job summary

Veriu Group is expanding across Australia and seeks a sales/reception professional to join our team in Melbourne. You will handle inbound enquiries, provide personalised service, and build lasting client relationships across our Punthill and Veriu properties.

The role requires demonstrated experience in sales or customer service, excellent communication, and the ability to travel for onboarding. A flexible, growth-focused environment awaits.

Qualifications

• Approved Australian working rights.
• Demonstrated experience in a sales, reception or customer service environment.
• Demonstrated ability to develop strong working relationships.
• Excellent communication (written & verbal).
• High standards of accuracy and attention to detail.
• Confidence to make/take phone calls.
• Ability to travel to hotels for onboarding (one or two interstate trips).

Responsibilities

• Proactively capture and convert inbound phone and email enquiries for all hotels in the network.
• Deliver a high standard of personalised and genuine service to foster long-term relationships.
• Communicate proposals clearly based on a deep understanding of client needs.
• Handle complaints compassionately and escalate when needed.
• Collaborate with hotel stakeholders to ensure delivery of the expected experience.
• Seamlessly introduce and hand over accounts as required.
• Aim to achieve individual and team KPIs.
• Represent the Veriu values and culture.

Skills

Customer service

Sales

Communication

Relationship building

Attention to detail

Tools

Booking systems

Job description

Introduction: We are Veriu Group (pronounced 'Very You'). Our brands come from humble beginnings and a passion for connecting travellers to the local authenticity of a location. We aim to bring people together in new ways, to create lifelong travel memories that can’t be found in a guidebook, and to help people discover the true experience of a place.

Through our brands Punthill Apartment Hotels and Veriu Hotels & Suites, we operate 28 hotels across Australia and have over 35 years of brand history. Our ambitious plan to operate 80 hotels becomes closer this year with numerous new hotel openings across the country, and this means we’re well on our way to achieving our mission of becoming the largest Australian-owned apartment hotel operator.

Our people are incredible because they're empowered to be themselves. We're not about hierarchy or rigid structure. Instead, we create an environment where people can make decisions, feel supported and access unlimited opportunities for growth. Our values of Relationship-Focused, Integrity, Personal Growth & Ownership Mindset guide our actions and decisions, and are what our diverse culture is all about.

Now is the perfect time for like-minded people to join our expansion journey. If you’re looking for a meaningful role that can make a serious impact, within a culture that allows you to be truly you - you’ve found us and we can’t wait to hear from you!

To learn more about us, visit our website! https://veriu.com.au/about-us/ or https://punthill.com.au/about-us/

Welcome to Veriu Group

Our Corporate Office is located on St Kilda Road in Melbourne. Here, you will find a group of dedicated and enthusiastic individuals who together create a fun environment that allows opinions to be heard and people to have the freedom to truly make a difference. We believe strongly in our flat structure, which allows people to grow their knowledge and skills to become the best version of themselves. At our corporate office we're:

• A modern & completely open plan office with smart casual dress code
• A small team of about 35 people across Customer Relations and Sales, Revenue, Marketing, People & Culture, Property & Leasing and Finance
• Walking distance to public transport (train/tram), close to public car parks, and have free & secure bike/scooter storage
• A team that doesn't believe in corporate politics and values balancing work with life
• Working hard as a passionate collective of people to achieve our common goal of growth

Responsibilities

This is an excellent chance for an energetic and ambitious individual with an eye for growth, team orientation, love for sales and a passion for hotels to join an equally motivated team!

Key role responsibilities:

• Proactive capture and conversion of inbound phone and email enquires for all hotels in our network
• Delivery of a high standard of personalised and genuine service in all interactions to facilitate long-term relationships
• Timely and effective communication of proposals that are based on an intimate understanding of the client's needs
• Compassionate handling of complaints and timely escalation to relevant hotels or team
• Use of clear, detailed and collaborative communication to hotel key stakeholders to ensure delivery of expected experience and requirements
• Seamless introduction and handover of accounts as required
• Achievement of individual and team KPIs
• Representation of the Veriu Values and culture

Benefits

You'll be someone looking for a long-term career with a growing, Australian-owned hotel group. Access:

• National career growth opportunities
• Accelerated development in a variety of hotel management or corporate areas such as sales or revenue
• Comprehensive onboarding & ongoing support
• The chance to join our Fast-Track Hotel Management Development program
• Genuine flexibility and job security
• High performing culture that values relationships & individuality, where our leadership know you by name
• Generous referral bonuses when you refer your friends to work with us (up to $1000)
• Discounts on accommodation across our network
• Discounts on private health insurance
• Access to our Employee Assistance Program

Skills and Experiences

About You

We work in a fast-paced environment where no day is the same, so we’re looking for people who are adaptable, enjoy variety and operate with an ownership mindset.

The successful person must have:

• Approved Australian working rights (Australian Citizenship, Permanent Residency or a Visa with approved working rights)
• Demonstrated experience in a sales, reception or customer service environment
• Demonstrated ability to develop strong working relationships
• Excellent communication (written & verbal)
• High standards of accuracy and attention to detail
• Confidence to make/take phone calls
• The ability to travel to our hotels to complete site inspections as part of your onboarding (this will require one or two interstate overnight trips)