Guest Experience Specialist Front Desk

Location: Hyde Melbourne Place, Melbourne, VIC

Position Summary: Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, or assisting guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are skilled. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) and taking a hands-on approach to work (move, lift, carry, push, pull,



and place objects weighing less than or equal to 50 pounds without assistance and 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

- Deliver exceptional customer service during check-in, check-out, and throughout guest stays
- Proactively manage and resolve guest feedback
- Handle credit, cash transactions, and related documentation accurately
- Promote hotel services and special offers
- Respond to phone and email enquiries promptly
- Assist guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell area

PREFERRED QUALIFICATIONS

- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None

What we offer:

- Worldwide Accommodation and Food and Beverage Discounts at Ennismore and Accor properties
- Be part of a creative, energetic, and supportive team
- Career growth opportunities across our wider hospitality group

We welcome applications from people of all backgrounds, identities, and experiences.

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📌 Guest Experience Specialist – Front Desk (Melbourne)
🏢 IHG Hotels & Resorts
📍 Melbourne