Guest Service Agent

WRAP ON SOUTHBANK; Melbourne; On-site; AUD 39,000 - 58,000; Full time

Job summary

WRAP on Southbank, part of Minor Hotels, seeks a full-time Guest Service Agent to welcome guests with warmth and professionalism. You will manage check-ins/outs, handle inquiries, and offer local recommendations to enhance stays.

Ideal candidates bring hospitality experience, excellent communication, and a proactive service mindset. A dynamic roster includes weekends and public holidays to meet guest needs.

Qualifications

• Background in hotel, hospitality or customer-facing service.
• Clear, effective communication across channels.
• Proactive approach to guest needs and problem-solving.
• Polished, professional presentation.
• Willingness to work weekends and varied shifts.

Responsibilities

• Provide a warm, friendly reception and smooth check-in/check-out.
• Maintain clear communication with guests, colleagues and stakeholders via in-person, phone and email.
• Process reservations, updates and special requests using property management systems.
• Assist guests with personalised recommendations to enhance their stay.

Skills

Guest service

Hospitality experience

Communication

Proactive service

Professional presentation

Flexible schedule

Job description

Job Location:WRAP on SouthbankMinor Hotels is a global hospitality leader with over 600 hotels and resorts across six continents, a diverse portfolio of F&B businesses and a selection of luxury transportation services. With over five decades of experience, Minor Hotels has built a global network of hotel and hospitality brands driven by one key philosophy – we don’t need to be the biggest, but we do need to be the best.Perpetually driven by an entrepreneurial spirit, we create better hospitality brands, businesses and partnerships. We do this because hospitality is our calling. We live and breathe it every day, always led by what matters most to our guests, our team members and our partners.Joining Minor Hotels means becoming part of a truly international team, with real opportunities to grow, make an impact, and deliver what people truly want most.WRAP on Southbank is looking for a full time Guest Service Agent who is passionate about providing excellent customer service to join the team.The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy.Key Responsibilities Include:Provide a warm and friendly reception to guests upon arrival, ensuring a smooth and efficient check-in process while addressing any immediate inquiries or needs.Maintain clear and courteous communication with guests, colleagues, and stakeholders across various channels, including in-person, phone, and email, to provide exceptional service.Oversee the accurate processing of guest reservations, updates, and special requests, utilising property management systems to ensure seamless scheduling and availability.Act as a primary point of contact for guests throughout their stay, offering prompt assistance, resolving issues, and providing personalised recommendations to enhance their experience.Shift Details (subject to change):Rotating roster across Monday to SundayShift times scheduled within 7:00am to 11:00pmImmediate start availableHourly Rates (excluding superannuation):Monday - Friday: $27.97 per hourSaturday: $34.96 per hourSunday: $41.96 per hourQualificationsTo be successful in this role, you will require the following:Demonstrated background in delivering high-quality service within a hotel, hospitality, or customer-facing environment.Exceptional ability to articulate information clearly and effectively across various mediums, ensuring precise and professional correspondence.Consistently delivers an exceptional standard of service, exhibiting a proactive and positive approach to addressing guest needs and exceeding expectations.Passionate about creating positive guest experiences, with a focus on attentive service and resolving issues efficiently.Maintains a polished and professional presentation, reflecting the values and standards of the organisation.Fully committed to a dynamic work schedule, including the ability to work weekends, public holidays, and varying shifts to meet operational requirements.Not the right fit? Set up email alerts as new job postings become available that meet your interest!