Job Description
Introduction
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Who we are
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CLLIX Apartments and Hotels is an Australian hospitality provider that manages over 8,500 self-contained, contemporary apartments across more than 52 properties in Brisbane, the Gold Coast, the Sunshine Coast, Melbourne, and Adelaide, with continued growth planned across Australia and beyond.
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Bringing Australian hospitality to the world, CLLIX delivers stylish city and coastal stays through a seamless, tech-enabled experience, all with the CLLIX of a button. We bridge the gap between traditional apartments and hotels, offering the comfort and space of self-contained accommodation combined with professional hotel management and service excellence. Our priority is to ensure every guest, resident, investor, and stakeholder receives a positive and memorable experience.
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We are proud to be an Equal Opportunity Employer, welcoming people with disability including mental health conditions, individuals from diverse cultural and linguistic backgrounds, members of the LGBTQIA+ community, veterans, carers, and Indigenous Australians to our team. When you join CLLIX Apartments and Hotels, we value your unique contribution and the perspective you bring to shaping tomorrow's seamless hospitality experiences.
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Description
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As a Guest Service Agent, you will be a key point of contact for our guests, delivering a welcoming and seamless experience throughout their stay. Your responsibilities will include:
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Deliver a warm, professional and efficient check-in and check-out experience for all guests.
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Provide exceptional guest service by responding to enquiries, requests and individual needs in a timely and professional manner.
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Assist guests with local information and recommendations while identifying opportunities to promote and upsell rooms, packages and hotel services.
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Proactively address guest concerns and communicate feedback to the Front Office Manager or relevant team member to support positive guest experiences and timely resolution.
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Professionally answer and direct incoming internal and external telephone calls.
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Respond to and process reservation enquiries as required.
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Maintain up-to-date knowledge of room types, rates, packages, promotions, hotel facilities and services.
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Coordinate and dispatch guest requests to the appropriate department and follow up where required.
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Support the safety and security of guests, team members and hotel premises by remaining vigilant and following established hotel procedures.
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Work collaboratively with Front Office and other hotel departments to ensure smooth daily operations and a consistently high standard of guest service.
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Skills And Experiences
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Desired Skills & Experience
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Previous experience as a Guest Service Agent, Hotel Receptionist or similar customer-facing role is desirable, but not essential.
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Strong customer service and communication skills, with a genuine passion for creating positive guest experiences.
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Excellent time management and organisational skills, with the ability to manage multiple priorities in a fast-paced setting.
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A friendly, professional and approachable personality with a guest-focused attitude.
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Ability to work independently and collaboratively as part of a team.
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Confidence in handling guest enquiries, requests and concerns in a professional manner.
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Flexibility to work across a 7-day rotating roster, including weekends, evenings and public holidays.
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Full Australian working rights are required.
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📌 Guest Service Agent (Queensland)
🏢 SONG People & Culture
📍 Queensland