Guest Service Agent - QT Melbourne

EVT Limited; Melbourne; On-site; AUD 48,000 - 64,000; Full time

Benefits offered by this job

50% off dining & stays

Movie tickets & discounts

Seasonal perks at Thredbo

Career growth opportunities

Paid parental leave

Community volunteering

Job summary

QT Melbourne, part of EVT Limited, is seeking a Guest Service Agent to be the first and last friendly face for guests. You will deliver warm welcomes, assist with check-ins/outs, and provide insider tips on Melbou rne’s laneways and dining.

In a hotel with a quirky, local vibe, bring your personality to life while delivering memorable experiences. This full-time role requires weekend availability and a passion for hospitality.

Qualifications

• Front office or guest service experience, or the willingness to learn quickly.
• Confident, friendly communication and the ability to read guests' needs.
• Accurate cash handling and familiarity with reservations processes.

Responsibilities

• Anticipate and attend to guests' needs with a warm welcome.
• Check guests in and out efficiently and politely.
• Process daily transactions and accounts per cashiering policies.
• Book, update, amend and file reservations accurately and on time.
• Coordinate with Housekeeping, Reservations and Maintenance for room readiness.
• Pass on guest requests to the right department and follow up.
• Relay guest feedback and complaints to hotel management.
• Maintain knowledge of current room rates, packages and local events.
• Complete opening and closing duties and support telephonists and back office.
• Follow WHS guidelines and keep a clean, safe work environment.

Skills

Hospitality passion

Front desk experience

Customer service

Cash handling

Communication skills

Weekend availability

Tools

Reservations system

Job description

QT Hotels & Resorts is EVT's premium lifestyle hotel brand, with locations in Australia, New Zealand and Singapore. Pioneers behind the philosophy of 'unexpected and unrequested', with every guest engagement presenting an opportunity to delight, and every QT property inspired by local influence with signature quirk. And our people? With personalities as diverse as each property, individuality is more than encouraged.

EVT has an endless range of roles and career paths to explore across over 140 entertainment experiences like Event Cinemas and Moonlight Cinemas, 150 award winning restaurants and bars, and 80+ hotels, including QT, Rydges, Atura, LyLo, Independent Collection and Australia's most loved year round alpine resort, Thredbo. Our ventures include a ~$2.3B property portfolio and hotel management, just to name a few. Once you're in, there's no limit on where your career could take you.

Position Overview

Melbourne has never done ordinary, and neither do we. At QT Melbourne, the front desk is where the show begins. As a Guest Service Agent, you're the first face guests see and the last one they remember, and you'll spend every shift finding ways to surprise them before they've even asked. Think a warm welcome with a side of cheeky charm, insider tips on the city's best laneways, coffee and late night eats, and a genuine knack for reading what a guest needs. In a hotel that celebrates Melbourne's creative, quirky edge, your personality is part of the experience. Come as you are, bring your sparkle and help us make every stay one to talk about.

This is a full time position (38 hours per week).

Key Responsibilities

• Anticipate and attend to guests' needs and desires immediately, offering a warm and friendly welcome as they arrive and depart
• Check guests in and out with efficiency and friendliness, in line with hotel procedures
• Process daily guest transactions and accounts accurately, adhering to all cashiering policies and procedures
• Book, update, amend and file reservations accurately and on time
• Work with Housekeeping, Reservations and Maintenance to make sure rooms are ready for arriving guests
• Pass on guest special requests to the right department and follow up to make sure they're delivered
• Promptly action guest messages and communicate guest comments, particularly complaints, to hotel management
• Maintain full knowledge of current room rates, packages, hotel services, local events and the Melbourne area as a destination
• Complete assigned opening and closing duties and support telephonists and back office team members when needed
• Comply with hotel operational policies and procedures and WH&S guidelines, and maintain a clean and safe working environment
• Protect and maintain all operating equipment
• Participate in rostered training sessions and attend scheduled meetings

What You'll Bring

• A genuine passion for hospitality and delivering memorable guest experiences
• Front office or guest service experience (ideally in a hotel environment), or the personality and drive to learn fast
• Confident, friendly communication skills and the ability to read what guests need
• Accuracy and confidence with cash handling, transactions and reservations systems
• Availability to work a rotating roster, including weekends and public holidays

How You Work

• Daymaker ethos: no one's too big for the small things.
• Owner's mindset: acts on data and feedback, ships improvements.
• Resilient and solutions-focused: stays calm, moves fast.
• Growth mindset: learns, shares, and levels up others.

Perks from Day One

As part of EVT, you unlock Elevate Perks from your first day. Parity for all levels, no ivory towers.

• 50% off dining and stays across EVT hotels: QT, Rydges, Atura, LyLo and more
• $2 movie tickets + discounts on Gold Class, Moonlight Cinema and Candy Bar
• Seasonal perks at Thredbo
• Rapid career growth across our hotel and entertainment network
• Paid parental leave, plus community and volunteering opportunities

Police Check Acknowledgement

Please note that the successful candidate for this position will be required to undergo and satisfactorily pass a criminal record check as part of the recruitment process.