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.

n

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.

n

Guest Service Agent

n

About the Role

n

What You'll Be Doing

n

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




Maintain accurate guest profiles and reservation details within the Property Management System.
n
Process cash, EFTPOS, and credit card transactions accurately.
n
Liaise closely with Housekeeping, Food & Beverage, Engineering, and other departments to deliver a seamless guest experience.
n

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

n

What We're Looking For

n

n
Previous experience in a hotel Front Office, Guest Services, or customer service role.
n
Experience using RMS or a similar Property Management System is highly regarded.
n
Exceptional communication and interpersonal skills with a genuine passion for hospitality.
n
A skilled presentation with outstanding attention to detail.
n
Robust organisational skills and the ability to multitask in a rapid-paced environment.
n
A proactive approach to problem-solving and delivering personalised guest service.
n
Confidence handling guest enquiries, complaints, and service recovery.
n
Flexibility to work a rotating roster, including weekends, public holidays, and overnight shifts when required.
n
A current and valid Australian driver's licence is essential.
n
J-18808-Ljbffr

📌 Guest Service Agent Victoria (Australia)
🏢 Royce Hotel
📍 Australia