Guest Service Agent

Al Rayyan Hospitality; Melbourne; On-site; AUD 39,000 - 58,000; Part time

Benefits offered by this job

Career Growth

Exclusive Hotel Deals

Global Perks

Retail Rewards

Experiences

Banking and Insurance

Generous Leave

Wellness Boost

Job summary

Oaks Melbourne on Market, part of Minor Hotels, seeks a Guest Service Agent to deliver exceptional service at check-in/out and throughout a guest’s stay. You will engage with guests across channels, handle reservations, and provide local insights to enhance experiences.

The role requires a hospitality mindset, strong communication, and a willingness to work a rotating roster including weekends and public holidays. Competitive hourly rates apply with training and growth opportunities.

Qualifications

• Experience delivering high-quality service in hospitality or customer-facing roles.
• Clear, professional written and verbal communication.
• Proactive, positive approach to guest needs and problem solving.
• Polished appearance reflecting brand standards.

Responsibilities

• Provide a warm, efficient reception and assist guests during check-in/out.
• Communicate clearly with guests, colleagues, and stakeholders via multiple channels.
• Process reservations and requests accurately using the PMS.
• Be the primary contact for guests, offering personalised recommendations and resolving issues.

Skills

Customer service

Communication

Guest experience

Professional presentation

Weekend availability

Hospitality experience

Tools

PMS

Job description

Overview

Minor Hotels is one of Australasia’s largest accommodation providers, managing over 70 properties in the region and a global portfolio of640 properties across more than 66 countries.Our brands, Anantara, Avani, Oaks, NH Hotels, NH Collection, nhow, and Tivoli, span six continents, including Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America. Joining Minor means partnering with a diverse, expanding global organisation offering boundless opportunities to thrive and succeed.

Oaks Melbourne on Market is looking for a part 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 within7:00am 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.

Additional Information

At Minor Hotels, we value our people as the heart of our success. Joining Minor means, you’ll enjoy a rewarding package designed to support your professional growth, wellbeing, and work-life balance:

What We Offer:

• - Career Growth: Learning and developmentprograms to boost your career.
• - Exclusive Hotel Deals: 50% off stays at Minor Hotels in Australasia; 20% off for friends and family.
• - Global Perks: International accommodation discounts across our hotel brands.
• - Retail Rewards: Cashback and discountsat 400+ top retailers in AU/NZ.
• - Experiences: Discounted entertainment and activities.
• - Banking and Insurance: Exclusive health insurance offers and workplace banking benefits.
• - Generous Leave: Parental and birthday leave.
• - Wellness Boost: EAP and tailored wellness support.

Our people drive the success of our business; We are a dynamic organisation dedicated to delivering exceptional guest experiences. We invest in your skills and foster a workplace culture that celebrates innovation, collaboration, and personal growth.