Job Description

We're now looking for a Guest Service Agent to deliver first-class service and be the face of our front desk at Aquarius on the Beach, Townsville. Aquarius is a 122-room hotel in the heart of Townsville, and it's the newest addition to the Belmo Group portfolio. We run hotels a little differently - we think you can have performance and personality, and we build teams that prove it.

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About the role

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Reporting to the General Manager, you'll own the guest experience from arrival to departure, delivering seamless check-ins and check-outs, managing enquiries, and keeping the front desk running smoothly. You'll work closely with Housekeeping and Maintenance in a strata-titled, mixed-use environment that keeps the role varied. It's a busy, people-facing role on a rotating roster where your warmth and professionalism shape every guest's stay.

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What you'll do

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- Deliver exceptional check-in and check-out experiences in line with Belmo standards
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- Manage guest enquiries in person, by phone, and by email with professionalism and genuine care
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- Maintain accurate records in our property management system - reservations, billing, room statuses, and guest profiles
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- Liaise in real time with Housekeeping and Maintenance on room readiness and service requests
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- Identify and offer upgrades, late check-outs, and other ways to enhance the guest's stay
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- Process payments, bonds, refunds, and complete accurate end-of-shift balancing
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- Manage key and access card administration using our electronic lock system
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- Handle guest concerns with confidence and escalation appropriately when required
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- Keep the front desk and lobby immaculately presented at all times
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- Uphold Body Corporate by-laws and support emergency response procedures, including evacuation and fire alarm protocols
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What you'll bring

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- A genuine customer-service focus
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- Strong communication and interpersonal skills, both written and verbal
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- Confidence with computer systems and the ability to pick up current software quickly
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- The ability to multitask and stay composed in a fast-paced environment
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- Strong attention to detail, particularly with cash handling, billing, and guest records
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- Reliability, punctuality, and availability across a rotating roster, including evenings and weekends
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- Professional presentation and conduct at all times
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Nice to have

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- Prior hotel reception or front office experience
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- Experience in a serviced apartment, short-term letting, or management rights property
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- RMS system experience
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- Familiarity with a hotel PMS
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- An understanding of strata or Body Corporate environments
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What We Offer

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- Career Development - We invest in our people through structured onboarding, leadership development, and ongoing learning opportunities designed to support career progression across our hotel, residential, and corporate portfolios.
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- Autonomy & Trust - Belmo empowers our people to take ownership of their work, with clear governance, support, and direct access to leadership.
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- Competitive Rewards - We offer competitive remuneration packages aligned to experience and performance, with opportunities for growth as the business expands.
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- Work-Life Balance - We recognise the importance of balance in a demanding industry and strive to build sustainable operating models that support both performance and wellbeing.
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- Wellbeing Support - Access to employee assistance and wellbeing resources to support mental health, resilience, and personal wellbeing.
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- Professional Culture - Work within a collaborative, accountable, and high-performing culture that values integrity, innovation, and continuous improvement.
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📌 Guest Service Agent (Townsville)
🏢 Uworkin
📍 Townsville