Guest Service Agent - voco Brisbane

EVT Limited; Brisbane; Hybrid; AUD 30,000 - 39,000; Full time

Benefits offered by this job

Career development opportunities

Collaborative team environment

Accommodation and dining discounts

Job summary

Hotel Indigo Brisbane City Centre & voco Brisbane City Centre are seeking a guest-focused Guest Service Agent to join the Front Office team. You will be the first point of contact for guests, ensuring a warm welcome, seamless check-in and check-out, and outstanding service throughout their stay.

You will support daily front office operations with professionalism and discretion. In this role you will handle inquiries, reservations and billing with accuracy, collaborate with housekeeping and

Qualifications

• Previous experience in a Guest Service Agent/Front Office role (hotel experience preferred).
• Strong customer service and communication skills.
• Ability to work in a fast-paced hospitality environment.
• Full working rights in Australia.

Responsibilities

• Deliver a warm, professional check-in and check-out experience for all guests.
• Handle guest enquiries, requests and complaints promptly and professionally.
• Process reservations, amendments and cancellations accurately using the hotel system (Infor HMS).
• Maintain accurate guest accounts, billing and cashiering procedures.
• Collaborate with Housekeeping, Maintenance and other departments to ensure a smooth guest stay.
• Promote hotel facilities, services and local attractions to enhance the guest experience.
• Support upselling opportunities including room upgrades and late check-out.

Skills

Guest service

Customer service

Communication

Multitasking

Teamwork

Flexibility

Job description

At Hotel Indigo Brisbane City Centre & voco Brisbane City Centre, we bring a fresh and modern approach to hospitality. As part of a joint venture between Pro-Invest Group and Next Story Group, our hotels combine global brand strength with local expertise.

Working with leading hotel brands such as voco, Hotel Indigo, and The Sebel, we are committed to delivering exceptional guest experiences and strong operational performance.

Position Overview

We are seeking a passionate and guest-focused Guest Service Agent to join the team at Hotel Indigo Brisbane City Centre & voco Brisbane City Centre.

In this role, you will be the first point of contact for our guests, ensuring a warm welcome, seamless check-in and check-out experience, and outstanding service throughout their stay. You will play a key role in creating memorable guest experiences while supporting the daily operations of the Front Office.

Key responsibilities:

• Deliver a warm, professional, and efficient check-in and check-out experience for all guests.
• Handle guest enquiries, requests, and complaints promptly and professionally.
• Process reservations, amendments, and cancellations accurately using the hotel system (Infor HMS).
• Maintain accurate guest accounts, billing, and cashiering procedures.
• Work closely with Housekeeping, Maintenance, and other departments to ensure smooth guest experience.
• Promote hotel facilities, services, and local attractions to enhance the guest stay.
• Support upselling opportunities including room upgrades, late check-out, and additional services.
• Ensure front desk operations are well presented, organised, and compliant with hotel standards.
• Maintain confidentiality, security, and PCI compliance at all times.
• Assist colleagues during peak periods to ensure smooth operations and guest satisfaction.
• Attend training, briefings, and development sessions as required.
• Maintain high standards of personal presentation and professionalism at all times.
• Ensure compliance with hotel policies, procedures, and brand standards.

In return we offer:

• Career development opportunities within a growing hospitality group.
• A supportive and collaborative team environment.
• Access to global hotel accommodation and dining discounts.
• Ongoing training and professional development.
• The opportunity to work within a leading international hotel brand.

What We’re Looking For:

• Previous experience in a Guest Service Agent or Front Office role (hotel experience preferred).
• Strong customer service and communication skills.
• Ability to work in a fast-paced hospitality environment.
• Strong attention to detail and accuracy with guest accounts and systems.
• Positive attitude with a passion for delivering exceptional guest experiences.
• Ability to multitask and work effectively in a team environment.
• Flexible availability including weekends, evenings, and public holidays.
• Full working rights in Australia.