Guest Experience Officer

8 hours ago

Brisbane, Queensland, Australia Song Properties Full time $60,000 - $90,000 per year

Who we are

CLLIX Apartments & Hotels manages approximately 3,000 self-contained and contemporary strata-titled apartments. CLLIX currently has an extensive portfolio across Queensland, Victoria and Adelaide with more growth set to occur in 2024 and beyond.

CLLIX Apartments & Hotels provides modern and contemporary self-contained apartments across Australia. Providing service excellence is our priority, ensuring our guests and residents alike receive a positive experience.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers, and Indigenous Australians to our team. When you join CLLIX Apartments and Hotels, we value your unique contribution.

About the Role

The Guest Experience Officer (GEO) plays a central role in creating a welcoming and seamless stay for guests at Brisbane Skytower. This position bridges front-desk operations and concierge service — ensuring guests receive personalised assistance, clear communication, and prompt responses to any needs. The GEO enhances the lobby experience while supporting daily hotel operations through light maintenance checks, amenity delivery, and guest logistics.

Position Summary

The Guest Experience Officer acts as the face of the Skytower lobby, combining hospitality, efficiency, and operational awareness. This role supports the evolution of guest service under CLLIX, ensuring every stay feels effortless, attentive, and memorable.

Key Responsibilities

  • Warmly welcome all guests upon arrival and farewell on departure.
  • Provide luggage assistance, taxi and limousine bookings, and general guest support.
  • Conduct parking and car bay checks; direct guests clearly to parking and access points. Assign carpark pass to guests as required and audit parking passes.
  • Assist guests who have pre-checked in via digital kiosks to fast-track the check-in process.
  • Perform guest lockout assistance, amenity delivery, and welfare checks.
  • Assist with basic troubleshooting (TV, Wi-Fi, air conditioning, washing machine) or escalate as needed.
  • Support check-in/out during peak periods as trained Guest Service Agent.
  • Carry out departure room checks and report maintenance or housekeeping concerns.
  • Conduct amenity stock checks, maintain lobby presentation, and manage luggage trolleys.
  • Assist with VIP arrivals (amenity setup), tour bookings, and feedback collection.
  • Provide operational support during emergencies or evacuations.

What We Are Looking For

  • Friendly, professional, and confident communicator.
  • Previous experience in guest service, concierge, or front-desk operations.
  • Strong multitasking and problem-solving skills.
  • Organised, proactive, and able to work independently.
  • Knowledge of RMS or similar property management systems preferred.
  • Available to work on a rotating roster including weekends and public holidays.

Key Qualities

  • Guest-first attitude and polished presentation.
  • Calm and resourceful under pressure.
  • Reliable team player with attention to detail.
  • Enthusiastic about enhancing the Skytower guest experience.
  • Open Driver's license is preferrable, not essential

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