About us
Urban Rest Melbourne is an apartment hotel on Lonsdale Street, right in the heart of the Melbourne CBD. We look after corporate travellers, long-stay guests and visitors to Melbourne, and we pride ourselves on warm, personal service delivered by a small team that takes real ownership of the guest experience.
About the role
We are looking for a full-time Guest Services Agent to join our front office team. You will be the first and last face our guests see – checking them in and out, looking after their needs during their stay, and turning enquiries into bookings. Reporting to the Front Office / Duty Manager, you will work a rotating roster that includes early, late, weekend and public holiday shifts.
What you will do
Check guests in and out efficiently, including ID and payment verification
Respond to calls, emails and guest messages promptly and professionally
Take and manage reservations in Guesty, and convert enquiries into direct bookings
Upsell apartment upgrades, parking, late check-outs and extended stays
Resolve guest requests and complaints first time, with a genuine can-do attitude
Reconcile takings, post charges and keep guest accounts accurate
Work closely with housekeeping and maintenance so every apartment is ready for arrival
Share your local knowledge of Melbourne's dining, transport, events and attractions
About you
At least 1–2 years' front office or guest services experience, ideally in a hotel,



apartment hotel or serviced apartment
Experience with a property management system – Guesty or RMS experience is highly regarded
Confident, clear communicator in person, on the phone and in writing
Strong attention to detail, especially with payments and reservations
You take ownership and don't wait to be told what to do
Reliable, calm under pressure and well presented
Available to work a rotating roster, including weekends and public holidays
Full working rights in Australia
Certificate III in Hospitality and a current First Aid certificate are desirable but not essential.
What's in it for you
Full time, ongoing role paid at $***** per hour + superannuation, plus weekend and public holiday penalty rates under the Hospitality Industry (General) Award ****
Discounted staff stays across Urban Rest properties
Hands-on training and real career growth within a growing hospitality group
Central CBD location on Lonsdale Street, close to trams, trains and buses
A supportive team where your ideas and initiative are valued
How to apply
Click "Apply" and submit your resume along with a short cover letter telling us why you would be a great fit for Urban Rest Melbourne. Applications will be reviewed as they are received, so we encourage you to apply early.
Only shortlisted candidates will be contacted. Applicants must have full working rights in Australia.

📌 Guest Services Agent (Melbourne)
🏢 Urban Rest
📍 Melbourne