Guest Relations

Mitchelton Wines; Nagambie; On-site; AUD 48,000 - 56,000; Full time

Job summary

Mitchelton Wines is seeking a Guest Relations professional to join our team and represent the hospitality excellence we are renowned for. You will greet guests, provide exceptional service, and guide visitors through wine experiences, tours and dining offerings with professionalism.

You will manage bookings, respond to guest requests, and support the team with guest-facing duties while maintaining high standards of discretion and reliability, including weekend and holiday shifts when required.

Qualifications

• Proven experience in customer service / guest services, front office operations, or a similar hospitality role.

Responsibilities

• Welcoming guests upon arrival and providing a warm, professional first impression of Mitchelton Wines
• Managing guest inquiries and requests with efficiency, courtesy and product knowledge
• Coordinating guest check-ins and check-outs, ensuring smooth transitions and guest satisfaction
• Providing information about wine experiences, vineyard tours, tasting events and dining offerings
• Assisting with booking arrangements and coordinating reservations across our various guest services
• Responding to guest concerns and complaints in a professional and solution-focused manner
• Supporting the team with administrative tasks and guest-facing duties as required

Skills

Customer service

Front office

Communication

Hospitality

Wine knowledge

Organisation

POS software

Problem-solving

Night shift

Discretion

Tools

Front office systems

POS software

Job description

Mitchelton Wines is seeking a Guest Relations professional to join our team. This role offers you the opportunity to create memorable experiences for our guests whilst representing the hospitality excellence that Mitchelton Wines is renowned for. You will be the face of our organisation, providing exceptional customer service and ensuring that every visitor enjoys their time with us. This position combines guest engagement, relationship building, and operational support to deliver outstanding hospitality in the wine tourism sector.

Key responsibilities

• Welcoming guests upon arrival and providing a warm, professional first impression of Mitchelton Wines
• Managing guest inquiries and requests with efficiency, courtesy and product knowledge
• Coordinating guest check-ins and check-outs, ensuring smooth transitions and guest satisfaction
• Providing information about wine experiences, vineyard tours, tasting events and dining offerings
• Assisting with booking arrangements and coordinating reservations across our various guest services
• Responding to guest concerns and complaints in a professional and solution-focused manner
• Supporting the team with administrative tasks and guest-facing duties as required

  What we're looking for

  • Proven experience in customer service / guest services, front office operations, or a similar hospitality role
  • Excellent communication and interpersonal skills with the ability to engage guests from diverse backgrounds
  • A genuine passion for hospitality and a commitment to delivering exceptional customer service
  • Professional appearance and demeanour, with a friendly and welcoming attitude
  • Strong organisational skills and the ability to manage multiple tasks and priorities effectively
  • Proficiency in using front office systems and point-of-sale software (or willingness to learn)
  • Problem-solving ability and a calm approach to handling guest requests and complaints
  • Knowledge of wine and wine tourism is advantageous but not essential
  • Flexibility to work various shifts, including weekends and public holidays as required
  • High standards of discretion, professionalism and reliability
  • Abilty to work night shift