Guest Experience Agent - Upscale Hotel

Next Hotels & Resorts; City of Melbourne; On-site; AUD 48,000 - 60,000; Full time

Benefits offered by this job

Staff discounts for in-house F&B

Discounted accommodation across Vista/

Discounted staff parking

Referral incentive program

Employee Assistance Program

Development opportunities

Positive staff culture

Job summary

Next Hotel Melbourne is seeking a Guest Service Agent to welcome guests, manage check-in/check-out, and deliver a memorable stay. You will assist guests, upsell rooms and services, and provide prompt support to inquiries.

You will work across front office teams, use the PMS to update preferences, and adapt to a 24-hour rotating roster including weekends and holidays. We value hospitality professionals with polished verbal and written communication, a keen eye for detail, and a passion for

Qualifications

• Experience as a Guest Service Agent in an upscale hotel.
• Professional verbal and written communication skills and an eye for detail.
• Ability to multi-task, work under pressure and problem solve effectively.

Responsibilities

• Warmly welcome guests on arrival and ensure seamless check-in/check-out.
• Accommodate guest requests, upsell rooms and services.
• Answer incoming calls promptly and provide appropriate assistance.
• Anticipate guest needs for occasions and dietary requirements; advise on recommendations and upsells.
• Communicate guest concerns to colleagues to ensure satisfaction.
• Maintain up-to-date guest profiles in the PMS.

Skills

Guest service

Upscale hotel

Communication

Multi-tasking

Problem solving

Roster flexibility

Job description

Next Hotel Melbourne is seeking a Guest Service Agent to welcome guests, manage check-in/check-out, and deliver a memorable stay. You will assist guests, upsell rooms and services, and provide prompt support to inquiries.

You will work across front office teams, use the PMS to update preferences, and adapt to a 24-hour rotating roster including weekends and holidays. We value hospitality professionals with polished verbal and written communication, a keen eye for detail, and a passion for