Guest Experience Agent

Gatehouse Hospitality Pty; Melbourne; On-site; AUD 45,000 - 60,000; Full time

Benefits offered by this job

Wellness centre

Gym access

Pilates studio

Job summary

The Lane House in Melbourne CBD is a brand-new 70-room boutique apartment hotel that has just opened in the heart of the city. This role is for an exceptional Guest Experience Agent who will help shape the guest experience and culture from day one, managing arrivals, inquiries and reservations with warmth and professionalism.

As part of the opening team, you’ll work across a rotating roster, interact with corporate and leisure travellers, and collaborate with housekeeping and management to

Qualifications

• Experience in hotel reception or front desk operations is preferred.
• Ability to deliver exceptional guest experiences and respond to inquiries promptly.
• Comfort working in a fast-paced opening team with attention to detail.

Responsibilities

• Welcoming guests with genuine warmth and enthusiasm.
• Managing check-ins and check-outs with confidence and efficiency.
• Responding to accommodation enquiries via phone, email and online channels.
• Processing reservations accurately and efficiently.
• Recommending room upgrades, hotel services and local experiences.
• Looking after both corporate and leisure travellers.
• Solving problems with professionalism, empathy and initiative.
• Working closely with housekeeping and management to ensure every guest enjoys an exceptional stay.
• Keeping reception running smoothly while maintaining the highest presentation standard.

Skills

Hospitality

Guest service

Communication

Roster flexibility

Front office systems

Teamwork

Tools

Property management systems

Job description

Opening Team | The Lane House | Melbourne CBD

The Lane House is a brand-new, 70-room boutique apartment hotel which has just opened in the heart of Melbourne's CBD, walking distance to public transport, cafes and restaurants, theatres and galleries and the endless shopping options. The property offers our guest a Wellness Centre, gyms, a Pilates studio, conference and meeting room facilities and the Tivo Lounge - a classy place for a drink, bite and unwind in the evenings.

We are looking for an exceptional Guest Experience Agent to join our team. From day one, you'll help shape the guest experience, influence our culture, and be part of building a unique hotel that guests love returning to. With a current Google rating of 4.9 stars, we must be doing something right!

If you're someone who genuinely enjoys making people feel welcome, thrives in a fast-paced environment, and wants to be part of an exciting new chapter, we'd love to meet you.

As one of the first faces our guests see, you'll play a huge part in creating memorable stays and setting the standard for the service culture at The Lane House.

• Welcoming guests with genuine warmth and enthusiasm.
• Managing check-ins and check-outs with confidence and efficiency.
• Responding to accommodation enquiries via phone, email and online channels.
• Processing reservations accurately and efficiently.
• Recommending room upgrades, hotel services and local experiences.
• Looking after both corporate and leisure travellers.
• Solving problems with professionalism, empathy and initiative.
• Working closely with housekeeping and management to ensure every guest enjoys an exceptional stay.
• Keeping reception running smoothly while maintaining the highest presentation standard.

We're looking for someone who enjoys creating great first impressions, someone who notices the little details that turn a good stay into a memorable one, but most importantly, you're excited about helping build a brand-new hotel and creating a workplace culture that people genuinely enjoy being part of.

You’ll also bring:

• A positive, bubbly and friendly personality.
• Excellent communication and interpersonal skills.
• Confidence in promoting accommodation and hotel facilities.
• Strong organisational and time management skills.
• Flexibility across a 7-day week roster, mornings and evenings
• The ability to work independently while contributing to a close-knit team.
• Experience using hotel front office or property management systems.
• Excellent attention to detail.
• Professional presentation and a positive, can-do attitude.

Previous experience in hotel reception, hospitality, tourism or travel is highly regarded. However, attitude, enthusiasm and a commitment to delivering outstanding guest experiences are just as important.

Joining an opening team is something many hospitality professionals only experience once in their career.

At The Lane House you'll have the opportunity to:

• Be part of the ongoing launch of one of Melbourne CBD's most talked-about boutique apartment hotels.
• Help shape our guest experience, service standards and team culture from day one.
• Work alongside a passionate, supportive and collaborative team.
• Have your ideas heard and your contribution genuinely valued.
• Grow with a business committed to personalised hospitality and continuous improvement.

This role operates on a rotating roster, including weekends and public holidays. Applicants must have unrestricted, ongoing working rights in Australia.

If you're excited by the opportunity to help launch a brand-new boutique hotel, create unforgettable guest experiences, and build a workplace culture you'll be proud of, we'd love to hear from you.