Guest Service Agent - Brisbane One

Song Properties group; Brisbane; On-site; AUD 45,000 - 65,000; Full time

Job summary

Song Properties group in Brisbane is seeking a Guest Service Agent to welcome guests and ensure a seamless stay, handling check-in/check-out and inquiries.

You will respond to requests, upsell services, coordinate with hotel departments, and maintain knowledge of rooms, rates, promos. Full Australian working rights required.

Qualifications

• Previous experience in guest-facing roles is desirable
• Strong customer service and communication skills
• Excellent time management and organisational skills
• Friendly, professional and guest-focused
• Ability to work independently and as part of a team
• Confident handling enquiries and concerns professionally
• Willing to work a 7-day rotating roster incl weekends and holidays

Responsibilities

• Deliver a warm, professional check-in and check-out experience for all guests
• Respond to enquiries and requests in a timely manner
• Assist guests with local information and recommendations while promoting rooms, packages and hotel services
• Proactively address guest concerns and communicate feedback to the Duty Manager
• Professionally answer and direct incoming calls
• Respond to and process reservation enquiries as required
• Maintain up-to-date knowledge of room types, rates, packages, promotions, facilities and services
• Coordinate and dispatch guest requests to the appropriate department and follow up
• Support safety and security of guests, team members and hotel premises by following procedures
• Work collaboratively with Front Office and other hotel departments for smooth operations

Job description

As a Guest Service Agent, you will be a key point of contact for our guests, delivering a welcoming and seamless experience throughout their stay.

Key responsibilities

• Deliver a warm, professional and efficient check-in and check-out experience for all guests
• Provide exceptional guest service by responding to enquiries, requests and individual needs in a timely and professional manner
• Assist guests with local information and recommendations while identifying opportunities to promote and upsell rooms, packages and hotel services
• Proactively address guest concerns and communicate feedback to the Duty Manager or relevant team member to support positive guest experiences and timely resolution
• Professionally answer and direct incoming internal and external telephone calls
• Respond to and process reservation enquiries as required
• Maintain up-to-date knowledge of room types, rates, packages, promotions, hotel facilities and services
• Coordinate and dispatch guest requests to the appropriate department and follow up where required
• Support the safety and security of guests, team members and hotel premises by remaining vigilant and following established hotel procedures
• Work collaboratively with Front Office and other hotel departments to ensure smooth daily operations and a consistently high standard of guest service

About you

• Previous experience as a Guest Service Agent, Hotel Receptionist or similar customer-facing role is desirable, but not essential
• Strong customer service and communication skills, with a genuine passion for creating positive guest experiences
• Excellent time management and organisational skills, with the ability to manage multiple priorities in a fast-paced environment
• A friendly, professional and approachable personality with a guest-focused attitude
• Ability to work independently and collaboratively as part of a team
• Confidence in handling guest enquiries, requests and concerns in a professional manner
• Flexibility to work across a 7-day rotating roster, including weekends, evenings and public holidays
• Full Australian working rights are required