Guest Experience Lead — Front Office & Reservations

Islevue Communities; Melbourne; On-site; AUD 55,000 - 70,000; Full time

Job summary

Islevue Communities is seeking a welcoming Front Office Administration and Guest Services professional in Melbourne. The role focuses on delivering exceptional guest experiences at the park’s front desk, handling reservations, check-ins, and guest inquiries while supporting sales and marketing initiatives.

You will collaborate with housekeeping and maintenance to ensure quick room turnover and accurate revenue tracking.

Qualifications

• Excellent interpersonal & communication skills.
• Experience working within an accommodation-based business in a reception or front office capacity, managing reservations
• Competent using RMS 9.0+ or similar reservations management systems
• Strong customer-focus approach to business
• Competent using computer systems, including Microsoft Outlook and Excel.
• Police Clearance
• Attention to detail, flexible and reliable

Responsibilities

• Deliver a great guest experience from the front office.
• Be the face of the park, creating a positive impression during reservation, check-in and guest stay.
• Manage accommodation bookings, track and report revenue, and encourage return bookings.
• Respond to guest enquiries via face-to-face, telephone, email, and website requests.
• Actively support sales and marketing programs and activities.
• Handle payments, daily banking, invoice processing and Park Manager support functions.
• Work with Housekeeping and Maintenance to turn around rooms quickly; identify and attend to maintenance items.
• On quieter days, assist with cleaning/strip and/or clean short stay accommodation; total hours may increase by combining with cleaner shifts.
• Role could be split and offered as Part Time for suitable candidates

Skills

Interpersonal communication

Reservations management

Customer service

Outlook and Excel

Attention to detail

Tools

RMS 9.0+

Job description

Islevue Communities is seeking a welcoming Front Office Administration and Guest Services professional in Melbourne. The role focuses on delivering exceptional guest experiences at the park’s front desk, handling reservations, check-ins, and guest inquiries while supporting sales and marketing initiatives.

You will collaborate with housekeeping and maintenance to ensure quick room turnover and accurate revenue tracking.