Job Description

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.

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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.

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Guest Service Agent

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About the Role

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What You'll Be Doing

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




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- Process cash, EFTPOS, and credit card transactions accurately.
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- Liaise closely with Housekeeping, Food & Beverage, Engineering, and other departments to deliver a seamless guest experience.
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- Maintain the presentation and organisation of the Front Office while upholding The Royce's luxury service standards.
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What We're Looking For

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