Guest Service Agent

TFE Hotels; Melbourne; Presencial; AUD 48.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Career growth & accredited learning

Hotel & dining discounts

Wellbeing support

Descripción de la vacante

Adina Hotel Melbourne Southbank, part of the TFE Hotels group, is seeking a Guest Service Agent to join our Front Office team in Melbourne. You will warmly welcome guests, manage check-in/check-out and respond to inquiries to ensure a memorable stay.

We value hospitality excellence, strong communication, and the ability to work calmly in a fast-paced environment. Experience with hotel systems is preferred; RSA certification may be required where applicable.

Formación

• Experience in hospitality or front office roles.
• Excellent communication and guest service skills.
• Ability to use hotel PMS and computer systems.
• RSA certification where required.

Responsabilidades

• Welcome guests and manage check-in/out processes.
• Resolve routine guest requests with professionalism.
• Share guest information with housekeeping and F&B to ensure seamless stay.
• Promote hotel facilities to maximise guest satisfaction.

Descripción del empleo

Guest Service Agent - Adina Hotel Melbourne Southbank

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

Located in the heart of Melbourne's vibrant entertainment and arts precinct, the hotel is an architecturally striking landmark—recognised as the city's first cross-laminated timber build—blending sustainability with contemporary design. With 220 spacious studios and one- and two-bedroom apartments.

About the Role

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

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 **escape** 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.