QT Melbourne

QT Melbourne, 133 Russell Street, Melbourne, Victoria, Australia

About EVT

As market-leading experience creators, we bring to life some of the best-known brands and properties in entertainment, ventures, and travel. Our portfolio includes over 140 entertainment experiences like Event Cinemas and Moonlight Cinemas, 150 award-winning restaurants and bars, and 80+ hotels, including QT, Rydges, Atura, LyLo, Independent Collection by EVT and Thredbo. Our ventures include a ~$2.3B property portfolio and hotel management, just to name a few.

About QT

QT Hotels & Resorts is EVT’s premium lifestyle hotel brand, with locations in Australia, New Zealand and Singapore. Pioneers behind the philosophy of ‘expect the unexpected’, every property delivers an experience that combines local influence with QT’s signature quirk. And our people? With personalities as diverse as each property, individuality is more than encouraged.

About the Role

Working in the communication hub of QT Melbourne, you’ll be the first point of contact for all guest phone and digital enquiries—setting the tone for a seamless and memorable stay. From restaurant bookings and room service orders to housekeeping requests and reservations, you’ll coordinate it all with flair and precision. Your deep knowledge of the resort will shine through every interaction, ensuring guests feel heard, supported, and delighted from the moment they reach out. If you love being at the centre of the action and thrive on delivering exceptional service, this is your moment to shine.

Key Accountabilities

- Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, e-mail, messages, and how to interpret availability sources within the reservation systems
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
- Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
- Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
- Jump into other ad-hoc duties when your colleagues need your help
- Log all guest complaints into duty logs, guest profile notes and ensure that management are aware of any existing or potential guest issues
- Complete check-in and check-out guests from Property Management System Opera through the telephone
- Effectively manage FIT and group reservations, manage waitlist and “no show” reservations
- Effectively update PMS with any special requirements, early departures, extensions etc.
- Focus on maintaining a high level of accuracy in both hotel reservations and guest requests. From restaurant bookings, guest amenity requests, room service orders and everything in between effective communication and attention to detail are paramount
- Improve profile management by consistently monitoring and merging individual and company profiles for accurate statistical data and guest recognition
- Maintain knowledge of special rates/ offers/ promotions
- Communicate effectively and maintain key interdepartmental relationships
- In depth software knowledge including but not limited to Property Management System (Opera) and other systems
- Regularly communicate with hotel team to build and maintain key relationships

Skills & Experience

- Experience in a customer service role, ideally within a hotel or resort, with a natural ability to make guests feel welcome and cared for.
- Confident communicator who’s approachable and ready to handle both compliments and concerns with ease.
- Meets compliance requirements, including being above the minimum age and holding a valid NSW Driver’s Licence.
- Fluent in English, with extra language skills a bonus.
- Organised and able to juggle priorities, meet deadlines, and keep things running smoothly—even when it’s busy.
- Tech-savvy, comfortable with reading, writing, basic maths, and navigating computer systems.
- Creative problem-solver who turns challenges into opportunities for memorable guest experiences.
- Thrives in a fast-paced environment, maintains a polished appearance, and takes pride in personal grooming and uniform standards.
- Flexible and willing to work nights, weekends, and holidays as part of the team.

Benefits & Perks

- Incredible team member discounts from your first day on-the-job.
- 50% off stays at EVT hotels – Rydges, QT, Atura, Lylo and more.
- $2 movie tickets, plus Moonlight, Gold Class, Candy Bar discounts and more.
- Awesome winter and summer savings and discounts at Thredbo.
- Rapidcareer growth opportunities through our EVT network.
- Local community involvement, volunteering and charitable giving.
- Australia and NZ’s largest and most diverse experiences company

Join QT Melbourne and become an EVT experience creator, opportunity taker, the ultimate Daymaker. Join and make a positive impact on our people, communities, and environment every day.

When you click apply, you’ll be taken to our secure EVT careers portal (powered by Dayforce). This is our official system for managing applications across the EVT Group. You’ll simply enter your details and answer a few quick screening questions so we can get to know you better.

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