Guest Service Agent

TFE Hotels Group; Melbourne; On-site; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Career Growth & Accredited Learning

Hotel & Dining Discounts

Global Opportunities

Everyday Savings

Wellbeing Support

Flexibility & Leave

Strong Culture

Job summary

Join Quincy Hotel Melbourne, part of the TFE Hotels Group, as a Guest Service Agent. You will be the first and last impression for guests, delivering warm hospitality, handling check-in/out, and ensuring memorable stays through proactive service.

As part of the Front Office team, you’ll collaborate across departments, manage guest interactions, and promote hotel experiences while maintaining records and handling payments with accuracy and care.

Qualifications

• Experience in guest service and hospitality environments.
• Strong verbal and written communication skills.
• Able to stay calm and organized in fast-paced settings.

Responsibilities

• Welcome guests with warmth and professionalism from arrival to departure.
• Complete efficient and accurate check-in/check-out procedures.
• Adapt communication to different guests and situations.
• Resolve routine guest requests and escalate complex issues appropriately.
• Maintain accurate guest records and process payments per hotel procedures.
• Collaborate with departments to ensure a seamless guest experience.
• Promote hotel facilities and experiences to maximise guest satisfaction.

Skills

Guest service

Verbal communication

Written communication

Front Office operations

PMS experience

Multitasking

Team collaboration

Education

Hospitality / Business qualification

Tools

Hotel PMS

Job description

Guest Service Agent - Quincy Hotel Melbourne

About TFE Hotels

At TFE Hotels, we're proud to be one of Australia's leading global hospitality groups. With 80+ hotels, 12+ brands and operations across 11+ countries, we combine local spirit with international opportunity. We're passionate about people and the experiences we create together, where individuality is celebrated and collaboration comes naturally. Here, you'll be supported to grow, learn and make a real impact with the tools, development and benefits to help you thrive.

The Property

Quincy Hotel Melbourne brings the vibrant energy of Southeast Asia to the heart of the city, delivering a bold and playful boutique experience on iconic Flinders Lane. Positioned in Melbourne’s CBD, you’re just moments from world-class dining, shopping, entertainment, and cultural attractions, making it the perfect base to explore the city your way.

The hotel features 241 thoughtfully designed rooms, each infused with contemporary style and Southeast Asian influences, offering comfort, colour, and a sense of personality throughout your stay.

About the Role

We are currently recruiting a welcoming and passionate hospitality professional to join our Reception team as a Guest Service Agent at .

You'll create the first impression and lasting memories that shape every guest stay. Through genuine hospitality, thoughtful service and attention to detail, you'll help every guest feel welcomed, valued and cared for from arrival to departure.

Working as part of the Front Office team, you'll build meaningful guest connections while ensuring every interaction reflects the exceptional experiences our hotels are known for.

Key Responsibilities

• Welcome guests with warmth, professionalism and genuine hospitality from arrival to departure.
• Complete guest check-in and check-out processes efficiently and accurately.
• Adapt your communication and service approach to different guests and situations.
• Use sound judgement to resolve routine guest requests and elevate complex or sensitive matters appropriately.
• Build genuine guest relationships by anticipating guest needs and creating memorable experiences.
• Maintain accurate guest records and process payments in accordance with hotel procedures.
• Collaborate with colleagues across departments to ensure a seamless guest experience.
• Maintain a professional, organised and welcoming Front Office environment.
• Follow company policies, security procedures and workplace health and safety requirements.
• Share relevant guest information with Housekeeping, Reservations, Food & Beverage and Maintenance to support a seamless stay.
• Use guest feedback and observations to identify simple opportunities to improve the experience.
• Resolve guest requests and service recovery situations with confidence and professionalism.
• Promote hotel facilities, services and guest experiences to maximise guest satisfaction.

Skills & Experience

• Passion for delivering exceptional guest experiences and customer service.
• Excellent verbal and written communication skills.
• Professional presentation and interpersonal skills.
• Ability to remain calm, organised and solution‑focused in a fast‑paced environment.
• Confidence using hotel systems and handling guest information responsibly.
• Ability to collaborate across departments and share information effectively.
• Strong attention to detail and organisational skills.
• Ability to build positive relationships with guests, colleagues and stakeholders.
• Previous experience in a customer service, hospitality or front office environment preferred.
• Confidence using computer systems and learning new technology.
• Experience with hotel Property Management Systems (PMS) is advantageous.
• Ability to manage multiple guest enquiries while maintaining exceptional service standards.

Qualifications, Certifications & Licenses

• Relevant qualification in Hospitality, Tourism or Business is advantageous.
• Current Responsible Service of Alcohol (RSA) certification (where required).
• Previous training or certification in customer service or hospitality is advantageous.
• Experience using a Hotel Property Management System (PMS) is preferred.

The Benefits

At TFE Hotels, we believe work should feel good for our guests and for our people. This is a place where you can be yourself, feel supported and build a career that grows as you do.

• Career Growth & Accredited Learning: We are the first employer in ANZ to offer accredited learning pathways, our Learn, Earn & Grow approach can support further education and university opportunities while you work.
• Hotel & Dining Discounts: Enjoy exclusive accommodation and dining discounts across our hotels and brands.
• Global Opportunities: With 80+ hotels, 12+ brands and operations across 11+ countries, access exciting career opportunities, travel experiences and opportunities across our global network.
• Everyday Savings: Unlock discounts on groceries, shopping, entertainment, travel and everyday essentials to help your money go further.
• Wellbeing Support: Access wellbeing resources, Employee Assistance Program (EAP) services and support designed to help you thrive at work and beyond.
• Flexibility & Leave: Take the time you need to recharge, celebrate life's important moments and focus on what matters most, with Birthday Leave, Parental Leave, Purchased Leave and Life Leave, designed to support you at every stage of life.
• Strong Culture: Be heard in a flat, collaborative culture where individuality is celebrated, ideas are welcomed and people achieve more together.