Guest Service Agent

Minor Food Holding Co., Ltd.; Melbourne; On-site; AUD 39,000 - 58,000; Full time

Job summary

WRAP on Southbank, part of Minor Hotels, is seeking a full-time Guest Service Agent to deliver outstanding hospitality at the front desk.

You will greet guests, manage check-ins/outs, answer inquiries, and provide local recommendations with warmth and professionalism. Shifts include weekends and public holidays, with hourly rates as listed.

Qualifications

• Experience delivering high-quality service within hospitality or customer-facing roles.
• Strong communication across in-person, phone and email channels.
• Consistently delivers exceptional service with a proactive approach.
• Passionate about creating positive guest experiences and resolving issues.
• Polished presentation reflecting company standards.
• Willing to work weekends, public holidays and rotating shifts.

Responsibilities

• Provide a warm reception and smooth check-in for guests.
• Maintain clear communication with guests, colleagues and stakeholders.
• Process guest reservations using the property management system.
• Act as the primary contact during stay, offering assistance and recommendations.

Skills

Guest service experience

Clear communication

Proactive customer service

Professional presentation

Weekend availability

Job description

Job Location:

WRAP on Southbank

Minor 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 Sunday
• Shift times scheduled within 7:00am to 11:00pm
• Immediate start available

Hourly Rates (excluding superannuation):

• Monday - Friday: $27.97 per hour
• Saturday: $34.96 per hour
• Sunday: $41.96 per hour

Qualifications

To 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.