Senior Guest Service Agent

2 days ago

Docklands, Victoria, Australia Waterfront Melbourne Apartments Full time $60,000 - $80,000 per year

About UsWe are a professional, close-knit team with extensive international experience, dedicated to providing exceptional service and high-quality accommodation to both corporate and leisure guests. This is a long-term role offering stable daytime hours and the opportunity to take on greater responsibility within a supportive environment.

About the RoleAs a Senior Guest Service Agent, you will be the face of our property, ensuring smooth front office operations and delivering outstanding guest experiences. You will work closely with our operations and revenue teams to ensure seamless coordination of services. This role requires a proactive professional who can work independently, exercise sound judgement, and escalate issues at the right time. You will also be involved in administrative and accounting tasks as required.

What We're Looking For

  • Minimum 2 years' experience in front office, guest services, or hotel/serviced apartment operations
  • Strong knowledge of PMS (Property Management Systems), with SiteMinder and GDS experience highly regarded
  • Proven ability to handle billing procedures, pre-authorisations, chargebacks, and reconciliations with accuracy
  • Excellent customer service and communication skills, with confidence in managing complex guest situations
  • Ability to work independently, take initiative, and exercise good judgement in escalating issues appropriately
  • Strong multitasking and problem-solving abilities, with a calm and professional approach under pressure
  • Attention to detail and a proactive, hands-on approach
  • Full Australian working rights (references from previous senior or supervisory roles highly regarded)
  • Accounting experience or familiarity with accounting processes is highly valued
  • Knowledge of accounting systems such as MYOB, Xero, or SAP is an advantage

Key Responsibilities

  • Oversee front office operations, including professional guest check-ins and check-outs
  • Deliver exceptional guest service and resolve enquiries or issues efficiently and confidently
  • Maintain accurate guest profiles, records, and reporting
  • Work closely with operations and revenue teams to ensure smooth guest experiences
  • Support and mentor junior team members where required
  • Manage reservations and room availability as needed
  • Assist with financial tasks, billing, reconciliations, and administrative/accounting responsibilities
  • Support accounting processes, including liaising with accounting systems

Hours & Conditions

  • Monday to Friday, 9:00am – 6:00pm
  • Occasional weekends, 9:30am – 2:00pm
  • No evening or night shifts

How to Apply

Please submit your CV/resume. Only shortlisted applicants will be contacted.

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