Guest Experience Agent - Launch A Boutique Hotel

Gatehouse Hospitality Pty; Melbourne; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Accommodation discounts

F&B discounts

Career growth opportunities

Job summary

Hyde Melbourne Place in Melbourne's CBD is seeking a Guest Experience Agent to warmly welcome guests and ensure a smooth, friendly experience throughout their stay. This role thrives in a fast-paced, guest-focused environment.

You will handle check-in and check-out, manage guest feedback, process transactions, promote hotel services, and respond to enquiries by phone and email. Opera Cloud familiarity is preferred.

Qualifications

• Front office or customer service experience required.
• Ability to handle check-ins, inquiries and room service after hours.
• Strong time management and organisational skills.
• Flexible to work mornings, evenings and weekends.

Responsibilities

• Deliver exceptional customer service during check-in, check-out and stays.
• Proactively manage and resolve guest feedback.
• Handle credit and cash transactions and related documentation.
• Promote hotel services and special offers.
• Respond to phone and email enquiries promptly.

Skills

Front desk

Customer service

Check-in/check-out

Time management

Shift flexibility

Tools

Opera Cloud

Job description

Hyde Melbourne Place is not your typical hotel - it's a lifestyle destination where music, art, culture and hospitality collide. Designed for those who live boldly and seek experiences beyond the ordinary.

Located in the heart of Melbourne’s CBD, Hyde Melbourne Place combines lifestyle accommodation with unexpected moments of connection - from rooftop views and curated events to world-class dining. Whether you're a guest or a team member. Hyde is a place to feel inspired, celebrated, and part of something truly unique.

As a Guest Experience Agent, you'll welcome guests and ensure a smooth, friendly experience throughout their stay. This role is perfect for someone who thrives in a fast-paced, customer-focused environment.

Job Description

Key Responsibilities:

• Deliver exceptional customer service during check-in, check-out, and throughout guest stays
• Proactively manage and resolve guest feedback
• Handle credit, cash transactions, and related documentation accurately
• Promote hotel services and special offers
• Respond to phone and email enquiries promptly

Qualifications

What we’re looking for:

• Previous front office or customer service experience
• Serve as the primary after-hours contact for guests, handling check-ins, inquiries, and room service.
• Familiarity with Opera Cloud (preferred)
• Excellent organisation and time management
• Flexibility to work various shifts, including mornings, evenings, and weekends

Additional Information

What we offer:

• Worldwide Accommodation and Food and Beverage Discounts at Ennismore and Accor properties
• Be part of a creative, energetic, and supportive team
• Career growth opportunities across our wider hospitality group

At Hyde Melbourne Place, we celebrate diversity and are committed to creating an inclusive environment for all team members. We welcome applications from people of all backgrounds, identities, and experiences.