Guest Service Agent

Minor Hotels; Nelson Bay; On-site; AUD 39,000 - 58,000; Full 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 Nelson Bay Lure Suites is seeking a full-time Guest Service Agent who is passionate about delivering outstanding hospitality. You will warmly welcome guests, manage smooth check-ins/check-outs, and provide local recommendations to elevate each stay.

Responsibilities include handling reservations and guest requests via multiple channels, ensuring accurate updates in the property management system, and maintaining a proactive, friendly presence throughout the guest journey.

Qualifications

• Experience delivering high-quality service in hotel, hospitality or customer-facing roles.
• Ability to communicate clearly across in-person, phone and email channels.
• Proactive, positive approach to addressing guest needs and exceeding expectations.
• Passion for creating positive guest experiences with attentive service and issue resolution.
• Maintain a polished, professional presentation reflecting brand standards.
• Willingness to work weekends, public holidays and varied shifts.

Responsibilities

• Provide warm, friendly reception and smooth check-in/check-out processes.
• Maintain clear communication with guests, colleagues, and stakeholders across channels.
• Oversee accurate processing of reservations, updates and special requests in the PMS.
• Serve as primary point of contact for guests, offering prompt assistance and personalized recommendations.

Skills

Guest service experience

Clear communication

Proactive service

Guest-focused

Professionalism

Shift flexibility

Job description

Oaks Nelson Bay Lure Suites are 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 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

Successful candidates will have:

• 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.

Currently, we are only accepting applications from candidates who have working rights within Australia or New Zealand.

Company Description

Minor Hotels is one of Australasia’s largest accommodation providers, managing over 70 properties in the region and a global portfolio of 640 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.

Our people are the heart of our success, and we are committed to investing in your skills to support your career growth and advancement. You’ll feel valued as part of a tight-knit team, united in delivering exceptional guest experiences and thriving in a company dedicated to fostering an outstanding workplace culture.