Guest Experience Agent - Melbourne Southbank Hotel

TFE Hotels Group; Melbourne; On-site; AUD 30,000 - 39,000; Full time

Benefits offered by this job

Career growth

Discounts on hotel stays

Global opportunities

Everyday savings

Wellbeing support

Flexible leave

Culture

Job summary

Adina Hotel Melbourne Southbank is hiring a Guest Service Agent to deliver warm hospitality, welcome guests, manage check-in/check-out, and ensure seamless service from arrival to departure.

You will work within the Front Office team, build guest connections, handle requests with professionalism, and support guests with information about hotel facilities and local experiences. The role offers opportunities to grow within TFE Hotels’ global network.

Qualifications

• Passion for delivering exceptional guest experiences
• Excellent verbal and written communication skills
• Professional presentation and interpersonal skills
• Ability to remain calm and organised in a fast-paced environment
• Experience with hotel property management systems is advantageous

Responsibilities

• Welcome guests with warmth and genuine hospitality from arrival to departure.
• Complete guest check-in and check-out processes efficiently and accurately.
• Adapt communication and service approach to different guests and situations.
• Resolve routine guest requests and escalate complex matters appropriately.
• Build genuine guest relationships by anticipating needs and creating memorable experiences.
• Maintain accurate guest records and process payments per hotel procedures.
• Collaborate with colleagues across departments to ensure a seamless guest experience.
• Follow company policies, security procedures and health & safety requirements.
• Share guest information with Housekeeping, Reservations, F&B and Maintenance to support a seamless stay.
• Promote hotel facilities, services and guest experiences to maximise satisfaction.

Job description

Adina Hotel Melbourne Southbank is hiring a Guest Service Agent to deliver warm hospitality, welcome guests, manage check-in/check-out, and ensure seamless service from arrival to departure.

You will work within the Front Office team, build guest connections, handle requests with professionalism, and support guests with information about hotel facilities and local experiences. The role offers opportunities to grow within TFE Hotels’ global network.