We are seeking a passionate and service-driven Guest Service Agent to join our Front Office team at The Royce, one of Melbourne's most iconic luxury boutique hotels.

As the first and last point of contact for our guests, you will play a vital role in creating memorable experiences through warm, personalized service and seamless front office operations. From welcoming guests on arrival to ensuring a smooth departure, you will be instrumental in delivering the exceptional hospitality that defines The Royce.

Guest Service Agent

About the Role

What You'll Be Doing

- Welcome guests with warmth, professionalism, and genuine hospitality.
- Efficiently manage guest arrivals and departures, including check-in and check-out procedures.
- Respond to guest enquiries in person, by telephone, and via email with confidence and professionalism.
- Assist with reservations, room allocations, billing, and payment processing.
- Provide knowledgeable recommendations on hotel facilities, dining options, local attractions, and experiences throughout Melbourne.
- Handle guest requests and resolve concerns promptly, ensuring every interaction exceeds expectations.
- Maintain accurate guest profiles and reservation details within the Property Management System.




- Process cash, EFTPOS, and credit card transactions accurately.
- Liaise closely with Housekeeping, Food & Beverage, Engineering, and other departments to deliver a seamless guest experience.

- Maintain the presentation and organisation of the Front Office while upholding The Royce's luxury service standards.

What We're Looking For

- Previous experience in a hotel Front Office, Guest Services, or customer service role.
- Experience using RMS or a similar Property Management System is highly regarded.
- Exceptional communication and interpersonal skills with a genuine passion for hospitality.
- A qualified presentation with outstanding attention to detail.
- Strong organisational skills and the ability to multitask in a fast-paced environment.
- A proactive approach to problem-solving and delivering personalised guest service.
- Confidence handling guest enquiries, complaints, and service recovery.
- Flexibility to work a rotating roster, including weekends, public holidays, and overnight shifts when required.
- A current and valid Australian driver's licence is essential.

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📌 Guest Service Agent (Melbourne)
🏢 Royce Hotel
📍 Melbourne