Guest Service Agent: Hospitality Concierge & Guest Experience

Avani Hotel Group; Brisbane; On-site; AUD 39,000 - 58,000; Full time

Benefits offered by this job

Career Growth

Hotel discounts

Global perks

Retail discounts

Wellness program

Generous leave

Job summary

Minor Hotels is seeking a Guest Service Agent for Avani Living Queen’s Wharf Residences in Brisbane, Queensland. This full-time role centers on warmly welcoming guests, guiding them through their stay, and delivering superb customer service across in-person, phone and email channels.

You will handle check-ins, reservations, and guest requests with professionalism and a friendly demeanor. The position requires 1+ years of front-desk experience in hospitality or a customer-facing environment,

Qualifications

• 1+ years of experience as a Guest Service Agent or hotel receptionist.
• Ability to communicate clearly across in-person, phone and email channels.
• Demonstrated high-quality service in a hospitality or customer-facing environment.
• Willingness to work a dynamic rotating schedule including weekends and public holidays.

Responsibilities

• Provide a warm reception to guests and assist with check-in/check-out.
• Manage reservations and guest requests with accuracy using PMS.
• Maintain courteous communication with guests, colleagues and stakeholders.
• Offer personalised recommendations to enhance guest stays.

Skills

Guest service

Communication

Professional presentation

Problem solving

Education

Hospitality experience

Tools

Property management systems

Job 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.

Avani Living Queen’s Wharf Residences – Guest Service Agent

Full-time Guest Service Agent role

You will make guests feel at home with a welcoming and warm presence, guiding them through their stay and providing superb customer service.

Key Responsibilities

• 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

Hourly Rates (excluding superannuation)

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

Qualifications

• 1+ years of experience as a Guest Service Agent / Hotel Receptionist.
• 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.

Benefits and Perks

• Career Growth: Learning and development programmes 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 discounts at 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.

Employment Details

Role located in Brisbane, QLD. Full-time. Rotate shifts Monday to Sunday.

Employer Overview

Minor Hotels offers a diverse workplace culture that celebrates innovation, collaboration, and personal growth. Employees are supported through well designed growth paths and extensive wellbeing initiatives.