Guest Service Agent (Local Host)

Punthill Apartment Hotels; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Referral bonuses

Discounts on accommodation

Private health insurance discounts

Employee Assistance Program

Job summary

Veriu Group (Punthill Epping Apartments) is hiring at its Epping property in Melbourne for hospitality team members. The role focuses on delivering exceptional guest services at all touchpoints, resolving issues creatively, and providing local recommendations to guests.

We value adaptability, teamwork, and a strong ownership mindset, with flexible shifts and opportunities for growth within an Australian-owned hotel group.

Qualifications

• Experience in hospitality environments preferred.
• Strong communication and guest-relations skills.
• Able to multitask and stay calm under pressure.

Responsibilities

• Provide a high level of guest services at check-in/check-out and during stay.
• Offer creative solutions to complaints and problems.
• Know the local area to provide recommendations and points of interest to guests.
• Respond to emergency situations in a safe and professional manner.
• Identify opportunities to increase returning and new guests.
• Support the Hotel Manager to ensure the hotel operates to Veri-Best standards.

Skills

Guest services

Teamwork

Adaptability

Ownership mindset

Communication

Education

First Aid Certificate

Responsible Service of Alcohol Certificate

Australian working rights

Job description

We are Veriu Group (pronounced 'Very You')!

Our brands come from humble beginnings and a passion for connecting travellers to the local authenticity of a location.We aim to bring people together in new ways, to create lifelong travel memories that can’t be found in a guidebook, and to help people discover the true experience of a place.

Through our brandsPunthill Apartment Hotels and Veriu Hotels & Suites, we operate 25 hotels across Australia and have over35 years of brand history.Our ambitious plan to operate 80 hotels becomes closer this year with numerous new hotel openings across the country, and this meanswe’re well on our way to achieving our mission of becoming the largest Australian-owned apartment hotel operator.

Our people are incredible because they're empowered to be themselves. We're not about hierarchy or rigid structure. Instead, we create an environment where people can make decisions, feel supported and access unlimited opportunities for growth. Our values ofRelationship-Focused, Integrity, Personal Growth & Ownership Mindset guide our actions and decisions, and are what our diverse culture is all about.

Now is the perfect time for like-minded people to join our expansion journey.If you’re looking for a meaningful role that can make a serious impact, within a culture that allows you to be truly you – you’ve found us and we can’t wait to hear from you!

To learn more about us, visit our website! https://veriu.com.au/about-us/ orhttps://punthill.com.au/about-us/

Welcome to Epping!

Located in Melbourne’s thriving northern corridor, Punthill Epping Apartments offers modern, spacious serviced apartment accommodation designed for both business and leisure travellers. Positioned just moments from Northern Hospital and Pacific Epping Shopping Centre, the hotel provides a comfortable and convenient base for corporate guests, healthcare visitors, families, and extended stay travellers.

• 100 contemporary apartments ranging from Studio to Three-Bedroom configurations.
• Fully equipped kitchens, in-room laundry facilities, high-speed Wi-Fi, spacious living areas, a state-of-the-art gym, and dedicated conference facilities.
• Car parking for team members, direct access to the Hotel Manager and opportunity to grow

Responsibilities

Reporting to the Hotel Manager, you’ll be part of a small team of genuine people, looking to create lasting memories and exceptional experiences for each and every guest. No day will be the same, but each day you’ll strive to:

• Provide a high level of guest services at all touchpoints (check-in, check-out, during their stay)
• Provide creative resolutions to complaints and problems
• Be true host, and location connection for our guest -knowthe local area of the hotel intimately enough to provide advice and recommendations to guests on key points of interest
• Respond to emergency situations in a safe and professional matter
• Identify & explore opportunities to increase the number of returning & new guests
• Support the Hotel Manager to ensure the hotel operates to Veri-Best standard

You'll be someone looking for a long-term career with a growing, Australian-owned hotel group. Access:

• National career growth opportunities
• Accelerated development in a variety of hotel management or corporate areas
• The chance to join our Fast-Track Hotel Management Development program
• Genuine flexibility and job security
• High performing culture that values relationships & individuality, where our leadership know you by name
• Generous referral bonuses when you refer your friends to work with us (up to $1000)
• Discounts on accommodation across our network
• Discounts on private health insurance
• Access to our Employee Assistance Program

About You

We work in a fast-paced environment where no day is the same, so we’re looking for people who are adaptable, enjoy variety and operate with an ownership mindset.

The successful person must have:

• Approved Australian working rights (Australian Citizenship, Permanent Residency or a Visa with approved working rights)
• First Aid Certificate (or be able to obtain before starting)
• Responsible Service of Alcohol Certificate(or be able to obtain before starting)
• Flexibility to work at variety of shifts throughout the week, including weekends and public holidays on rotation with other team members (although no overnight shifts required)
• Ability to work as a team & also independently