Job Description

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About us

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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.

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About the role

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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.

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What you will do

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- Check guests in and out efficiently, including ID and payment verification
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- Respond to calls, emails and guest messages promptly and professionally
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- Take and manage reservations in Guesty, and convert enquiries into direct bookings
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- Upsell apartment upgrades, parking, late check-outs and extended stays
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- Resolve guest requests and complaints first time, with a genuine can-do attitude
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- Reconcile takings, post charges and keep guest accounts accurate
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- Work closely with housekeeping and maintenance so every apartment is ready for arrival
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- Share your local knowledge of Melbourne’s dining, transport, events and attractions
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About you

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- At least 1–2 years’ front office or guest services experience, ideally in a hotel,



apartment hotel or serviced apartment
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- Experience with a property management system – Guesty or RMS experience is highly regarded
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- Confident, clear communicator in person, on the phone and in writing
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- Strong attention to detail, especially with payments and reservations
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- You take ownership and don’t wait to be told what to do
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- Reliable, calm under pressure and well presented
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- Available to work a rotating roster, including weekends and public holidays
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- Full working rights in Australia
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Certificate III in Hospitality and a current First Aid certificate are desirable but not essential.

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What’s in it for you

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- Full-time, ongoing role paid at $27.97 per hour + superannuation, plus weekend and public holiday penalty rates under the Hospitality Industry (General) Award 2020
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- Discounted staff stays across Urban Rest properties
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- Hands-on training and real growth opportunities within a growing hospitality group
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- Central CBD location on Lonsdale Street, close to trams, trains and buses
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- A supportive team where your ideas and initiative are valued
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How to apply

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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.

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Only shortlisted candidates will be contacted. Applicants must have full working rights in Australia.

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