Front Desk Guest Services Agent - Melbourne CBD

Urban Rest Pty; Melbourne; On-site; AUD 33,000 - 44,000; Full time

Benefits offered by this job

Staff discount

Career growth

Central CBD location

Training program

Job summary

Urban Rest Melbourne is seeking a dedicated Guest Services Agent to join the front office team in a full-time role on a rotating roster. You will welcome guests, manage check-ins and check-outs, handle enquiries, and convert them into direct bookings while offering upsells and ensuring accurate guest accounts.

The role requires 1–2 years in front office or guest services within hotels or serviced apartments, familiarity with Guesty or RMS, and a strong, calm communication style.

Qualifications

• Minimum 1–2 years in front office or guest services in hotel, apartment hotel or serviced apartment.
• Experience with property management systems (Guesty or RMS highly regarded).
• Strong communication skills in person, over the phone and in writing.

Responsibilities

• Check guests in and out efficiently with ID and payment verification.
• Respond to calls, emails and messages promptly and professionally.
• Take and manage reservations in Guesty and convert inquiries into direct bookings.
• Upsell upgrades, parking, late check-outs, and extended stays.
• Resolve guest requests and complaints first time with a can-do attitude.
• Reconcile takings and post charges to guest accounts.
• Coordinate with housekeeping/maintenance so apartments are ready for arrival.
• Share local knowledge of Melbourne dining, transport, events and attractions

Skills

Front office experience

Guesty RMS experience

Clear communication

Attention to detail

Ownership mindset

Team player

Rotating roster availability

Australian working rights

Education

Certificate III in Hospitality

First Aid certificate

Tools

Guesty

RMS

Job description

Urban Rest Melbourne is seeking a dedicated Guest Services Agent to join the front office team in a full-time role on a rotating roster. You will welcome guests, manage check-ins and check-outs, handle enquiries, and convert them into direct bookings while offering upsells and ensuring accurate guest accounts.

The role requires 1–2 years in front office or guest services within hotels or serviced apartments, familiarity with Guesty or RMS, and a strong, calm communication style.