Guest Services Agent

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

How to apply

Click “Apply” and submit your resume along with a short cover letter telling us why you would be a great fit for Urban Rest Melbourne. Applications will be reviewed as they are received, so we encourage you to apply early.

Only shortlisted candidates will be contacted. Applicants must have full working rights in Australia.