Guest Services Agent

Urban Rest Pty; Melbourne; On-site; AUD 33,000 - 44,000; Full time

Benefits offered by this job

Staff discount

Career growth

Central CBD location

Training program

Job summary

Urban Rest Melbourne is seeking a dedicated Guest Services Agent to join the front office team in a full-time role on a rotating roster. You will welcome guests, manage check-ins and check-outs, handle enquiries, and convert them into direct bookings while offering upsells and ensuring accurate guest accounts.

The role requires 1–2 years in front office or guest services within hotels or serviced apartments, familiarity with Guesty or RMS, and a strong, calm communication style.

Qualifications

• Minimum 1–2 years in front office or guest services in hotel, apartment hotel or serviced apartment.
• Experience with property management systems (Guesty or RMS highly regarded).
• Strong communication skills in person, over the phone and in writing.

Responsibilities

• Check guests in and out efficiently with ID and payment verification.
• Respond to calls, emails and messages promptly and professionally.
• Take and manage reservations in Guesty and convert inquiries into direct bookings.
• Upsell upgrades, parking, late check-outs, and extended stays.
• Resolve guest requests and complaints first time with a can-do attitude.
• Reconcile takings and post charges to guest accounts.
• Coordinate with housekeeping/maintenance so apartments are ready for arrival.
• Share local knowledge of Melbourne dining, transport, events and attractions

Skills

Front office experience

Guesty RMS experience

Clear communication

Attention to detail

Ownership mindset

Team player

Rotating roster availability

Australian working rights

Education

Certificate III in Hospitality

First Aid certificate

Tools

Guesty

RMS

Job description

About Us

Urban Rest Melbourne is an apartment hotel on Lonsdale Street, right in the heart of the Melbourne CBD. We look after corporate travellers, long-stay guests and visitors to Melbourne, and we pride ourselves on warm, personal service delivered by a small team that takes real ownership of the guest experience.

About The Role

We are looking for a full-time Guest Services Agent to join our front office team. You will be the first and last face our guests see - checking them in and out, looking after their needs during their stay, and turning enquiries into bookings. Reporting to the Front Office / Duty Manager, you will work a rotating roster that includes early, late, weekend and public holiday shifts.

What You Will Do

• Check guests in and out efficiently, including ID and payment verification
• Respond to calls, emails and guest messages promptly and professionally
• Take and manage reservations in Guesty, and convert enquiries into direct bookings
• Upsell apartment upgrades, parking, late check-outs and extended stays
• Resolve guest requests and complaints first time, with a genuine can-do attitude
• Reconcile takings, post charges and keep guest accounts accurate
• Work closely with housekeeping and maintenance so every apartment is ready for arrival
• Share your local knowledge of Melbourne's dining, transport, events and attractions

About You

• At least 1-2 years' front office or guest services experience, ideally in a hotel, apartment hotel or serviced apartment
• Experience with a property management system - Guesty or RMS experience is highly regarded
• Confident, clear communicator in person, on the phone and in writing
• Strong attention to detail, especially with payments and reservations
• You take ownership and don't wait to be told what to do
• Reliable, calm under pressure and well presented
• Available to work a rotating roster, including weekends and public holidays
• Full working rights in Australia

Certificate III in Hospitality and a current First Aid certificate are desirable but not essential.

What's In It For You

• Full-time, ongoing role paid at $27.97 per hour + superannuation, plus weekend and public holiday penalty rates under the Hospitality Industry (General) Award 2020
• Discounted staff stays across Urban Rest properties
• Hands-on training and real career growth within a growing hospitality group
• Central CBD location on Lonsdale Street, close to trams, trains and buses
• A supportive team where your ideas and initiative are valued