Guest Experience Agent

Melbourne Place is where urban luxury finds its perfect expression. A true reflection of the way of life Melbourne is known for, the hotel brings a fresh perspective to guest experiences. Our vision is to create a place that embodies the essence of Melbourne, that is of and for the city, accenting culture and genuine hospitality.

With an east end location in the heart of the city, Melbourne Place boasts a collection of experiences with a magnetic allure. This layered, mixed-use precinct, bound together by lifestyle accommodation, meeting and event spaces, exemplary dining experiences and contemporary retailers. A destination to experience the vibrant soul of Melbourne.

The Role

As a Guest Experience Agent at Melbourne Place, you will be responsible for serving as the face of our establishment. This means you will embody our commitment to providing unparalleled service and creating lasting memories for our guests.

Your primary responsibility will be to ensure that each guest's journey with us is seamless, from when they arrive to when they depart. This will involve being the first point of contact for arriving guests, greeting them with a genuine smile and a warm welcome. You will set the tone for their stay by providing personalised attention during check-in, ensuring they feel valued and appreciated.

Your role will extend beyond basic check-in and check-out procedures. You will be a valuable source of information for guests, offering insights into Melbourne's attractions, dining options, cultural events, and more. Whether they need directions to a nearby landmark or recommendations for the best coffee shops in the area, you'll be there to assist them every step of the way.

It's important to note that the hospitality industry is dynamic, and no two days are the same. You must be adaptable and flexible, willing to take on new challenges and assist with any additional duties or responsibilities as assigned by hotel management.

This role requires working on a rotating 24/7 roster, potentially including night shifts.

Responsibilities

• Welcome guests warmly upon arrival, providing a personalised and attentive check-in experience.
• Ensure accurate billing and address guest concerns during check-out.
• Ensure guests have all they need by providing comprehensive information about Melbourne and hotel facilities.
• Efficiently and accurately handle reservations and bookings, including third-party accounts (e.g. , Agoda).
• Act as concierge, assisting with tour bookings, restaurant reservations, and transportation arrangements and providing recommendations for exploring Melbourne.
• Assist guests with luggage storage, delivery to rooms, and room escorts.
• Promptly and professionally answer hotel telephones, courteously assist guests, and direct calls to the appropriate departments.
• Maintain the lobby and entrance, always maintaining our luxury brand standards.
• Ensure guest concerns and complaints are resolved promptly and effectively by seeking a resolution or escalating to management when necessary.
• During a guest's stay, coordinate with the housekeeping and maintenance teams to fulfil their requests and meet their needs.
• Provide support for banquet events and F&B operations, ensuring smooth execution and guest satisfaction.
• Stay informed about all hotel events and functions to anticipate guest needs and enhance their overall experience.
• Act as the main contact person for guests seeking help from specific departments, ensuring effective communication of guest requests or inquiries to the relevant departments for prompt and efficient resolution.
• Hotel management may assign additional responsibilities to ensure a smooth guest experience.

Key Qualifications and Skills

• Previous experience within a luxury hotel environment is preferred but not required, particularly in a hospitality or customer service role.
• Passionate about delivering outstanding guest service with immaculate grooming standards, exceptional communication and interpersonal skills.
• Strong organisational skills and attention to detail.
• The ability to multitask and prioritise tasks in fast-paced environments.
• Knowledge of Melbourne attractions, dining options, and transportation services is advantageous.
• The job requires the ability to work flexible shifts, which may include evenings, weekends, and holidays.