Guest Experience Agent

7 days ago

Melbourne, Victoria, Australia Ennismore Full time $45,000 - $60,000 per year

Company Description
Hyde Melbourne Place is not your typical hotel - it's a lifestyle destination where music, art, culture and hospitality collide. Designed for those who live boldly and seek experiences beyond the ordinary.

Located in the heart of Melbourne's CBD, Hyde Melbourne Place combines lifestyle accommodation with unexpected moments of connection - from rooftop views and curated events to world-class dining. Whether you're a guest or a team member. Hyde is a place to feel inspired, celebrated, and part of something truly unique.

Job Description
As a Guest Experience Agent, you'll welcome guests and ensure a smooth, friendly experience throughout their stay. This role is perfect for someone who thrives in a fast-paced, customer-focused environment.

Key Responsibilities

  • Deliver exceptional customer service during check-in, check-out, and throughout guest stays
  • Proactively manage and resolve guest complaints
  • Handle credit, cash transactions, and related documentation accurately
  • Promote hotel services and special offers
  • Respond to phone and email enquiries promptly

Qualifications
What we're looking for:

  • Previous front office or customer service experience
  • Serve as the primary after-hours contact for guests, handling check-ins, inquiries, and room service.
  • Familiarity with Opera Cloud (preferred)
  • Confident handling guest issues and building rapport
  • Excellent organisation and time management
  • Flexibility to work various shifts, including mornings, evenings, and weekends

What We Offer

  • Daily Staff Meals
  • Worldwide Accommodation and Food and Beverage Discounts at Ennismore and Accor properties
  • Be part of a creative, energetic, and supportive team
  • Career growth opportunities across our wider hospitality group

Additional Information

At Hyde Melbourne Place, we celebrate diversity and are committed to creating an inclusive environment for all team members. We welcome applications from people of all backgrounds, identities, and experiences.

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