Front Desk Guest Service Agent – Elevate Guest Experience

Voco; Brisbane; On-site; AUD 42,000 - 54,000; Full time

Benefits offered by this job

Career development opportunities

Staff discounts on accommodation and F

Ongoing training and development

Job summary

Hotel Indigo Brisbane City Centre & voco Brisbane City Centre is seeking a Guest Service Agent who will be the first point of contact for guests, delivering a warm welcome, seamless check-in/check-out, and attentive service throughout their stay. You will support daily Front Office operations to create memorable experiences.

The role requires strong customer service, clear communication, attention to detail, multitasking, and flexibility to work weekends, evenings, and public holidays, with full

Qualifications

• Previous experience in a Guest Service Agent or Front Office role (hotel experience preferred).
• Strong customer service and communication skills.
• Ability to multitask and maintain accuracy with guest accounts.

Responsibilities

• Deliver a warm, professional check-in and check-out experience for guests.
• Handle guest enquiries, requests, and complaints promptly and professionally.
• Process reservations, amendments, and cancellations accurately using the hotel system (Infor HMS).
• Maintain accurate guest accounts, billing, and cashiering procedures.
• Work closely with Housekeeping, Maintenance, and other departments to ensure smooth guest experience.
• Promote hotel facilities, services, and local attractions to enhance the guest stay.
• Support upselling opportunities including room upgrades, late check-out, and additional services.
• Ensure front desk operations are well presented, organised, and compliant with hotel standards.
• Maintain confidentiality, security, and PCI compliance at all times.
• Assist colleagues during peak periods to ensure smooth operations and guest satisfaction.
• Attend training, briefings, and development sessions as required.
• Maintain high standards of personal presentation and professionalism at all times.
• Ensure compliance with hotel policies, procedures, and brand standards.

Skills

Customer service

Communication skills

Attention to detail

Multitasking

Teamwork

Flexibility

Tools

Infor HMS

Job description

Hotel Indigo Brisbane City Centre & voco Brisbane City Centre is seeking a Guest Service Agent who will be the first point of contact for guests, delivering a warm welcome, seamless check-in/check-out, and attentive service throughout their stay. You will support daily Front Office operations to create memorable experiences.

The role requires strong customer service, clear communication, attention to detail, multitasking, and flexibility to work weekends, evenings, and public holidays, with full