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 n
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We are seeking a passionate and customer-focused Full time Guest Service Agent to join our Front Office team at Brisbane Skytower.

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About the Role

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As a Guest Service Agent, you will be the first point of contact for guests and visitors, playing an important role in creating a warm, professional, and efficient arrival experience.

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You will support the daily operation of the Front Office, including guest check-ins and check-outs, enquiries, reservations support, payment processing, key handling, room coordination, and guest request follow-up.

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This role also involves working closely with the Duty Manager, Housekeeping, Maintenance, and Security teams to ensure guest and building-related matters are communicated and followed up appropriately.

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The successful candidate will be required to work a flexible rotating roster, including weekdays, weekends, evening shifts, and public holidays.

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Key Responsibilities

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Welcome guests and visitors in a warm, professional, and helpful manner

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Manage guest check-ins and check-outs efficiently and accurately

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Confirm guest identification, booking details, payment arrangements, and key access requirements

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Respond to guest, resident, owner, and visitor enquiries in a professional manner

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Handle telephone enquiries, reservation enquiries, guest messages, and general requests

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Provide information about hotel facilities, apartment features, local attractions, transport, parking, and building procedures

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Process payments, pre-authorisations, refunds, and transaction reconciliations accurately

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Maintain accurate guest records and update information within the property management system

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Assist with room allocations, arrival preparation, upgrades, and guest request coordination

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Communicate with Housekeeping regarding room readiness, service requests, lost property, and guest requirements

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Report maintenance issues, room defects, access concerns, and building-related matters to the appropriate team

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Support the Duty Manager with guest feedback, complaints, incidents, and service recovery where required

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Monitor the Front Office area and ensure it is clean, organised, and professionally presented

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Follow company procedures relating to privacy, payment security, key handling, WHS, and incident reporting

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Assist with the safety and security of the property by remaining aware of guest, resident, visitor, and contractor movement

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Work cooperatively with Front Office, Housekeeping, Maintenance, Security, and Facilities Management teams

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Promote a positive guest experience and contribute to a professional team culture

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About You

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To be successful in this role, you will demonstrate:

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Previous experience in a hotel, serviced apartment, tourism, reception, or customer service environment

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A genuine passion for hospitality and guest service

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Excellent communication and interpersonal skills

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Professional presentation and a friendly, positive attitude

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Robust attention to detail and accuracy, particularly with payments, guest records, and booking information

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Ability to stay calm and professional when handling guest concerns or busy service periods

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Strong organisational skills and the ability to manage competing priorities

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Confidence using computers, booking systems, and standard office applications

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Ability to work independently and as part of a team

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Flexibility to work a rotating roster, including weekends, evening shifts, and public holidays

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Experience using hotel or property management systems is highly regarded

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Full Australian Working Rights

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Desirable Experience

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Previous experience in an apartment hotel, serviced apartment, or strata-titled accommodation environment (Not essential)

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Experience with RMS or similar property management systems

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Previous cash handling, payment processing, or pre-authorisation experience

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Understanding of building access systems, parking procedures, and guest security requirements

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Experience supporting high-volume arrivals and departures

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What We Offer

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Opportunity to work in one of Brisbane’s landmark high-rise properties

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Exposure to both hotel operations and apartment-style accommodation

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Supportive team environment with experienced operational leaders

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Opportunity to develop front office, guest service, and operational skills

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Career development opportunities within a growing accommodation group

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A varied role where no two days are the same

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📌 Guest Service Agent - Brisbane Skytower
🏢 SONG People & Culture
📍 Brisbane