Guest Service Representative

Are you passionate about creating memorable guest experiences? Do you thrive in a fast-paced, customer-focused environment?

We're looking for a friendly, professional, and energetic Guest Service Representative to be the welcoming face of Stamford Hotels & Resorts.

Full time position

About Stamford Hotels and Resorts

Stamford Hotels and Resorts, a part of the Stamford Group, manages the Group's portfolio of luxury premium hotels located in Australia. The hotel portfolio consists of nearly 1800 rooms and over 1000 employees. In addition to the hotels, the Stamford Group owns a portfolio of premium commercial office properties internationally, and is involved in the development of high end luxury residential units in Australia.

At Stamford Hotels and Resorts, we understand that our people are our greatest asset. We strive to retain, develop and reward passionate and success-orientated professionals at all levels. In our pursuit for excellence, we encourage entrepreneurial thinking, challenge the status quo and inculcate a sense of ownership while fostering an environment of transparency, collaboration, respect and integrity among our employees, business partners and the larger community.

About the role

As a Guest Service Representative, you will be the first point of contact for our guests, creating a warm and memorable welcome from the moment they arrive. You will handle check-ins and check-outs, manage reservations, respond to enquiries, and resolve guest concerns with professionalism and care.

Working closely with all hotel departments, you will ensure that each guest enjoys a seamless and exceptional experience during their stay.

This role is ideal for someone who loves working with people, has a passion for hospitality, and thrives in a fast-paced, team-oriented environment.

Core Responsibilities

• Welcome guests warmly and ensure a smooth check-in and check-out process
• Manage room reservations, cancellations, and modifications efficiently
• Respond promptly to guest enquiries, both in person and over the phone/email
• Resolve guest complaints or issues professionally, escalating when necessary
• Liaise with housekeeping, maintenance, and other departments to meet guest needs
• Process payments and maintain accurate records in the property management system (PMS)
• Uphold hotel service standards and brand guidelines at all times
• Assist with concierge services, including local recommendations and bookings
• Maintain a clean, organised, and welcoming reception area
• Contribute positively to the team environment and support colleagues as needed

About You

• You have a warm, welcoming personality and a genuine passion for hospitality
• You're confident in communicating with a diverse range of guests and colleagues
• You have strong organisational skills and can multitask in a fast-paced environment
• You remain calm and professional when handling challenges or guest concerns
• You have basic computer literacy, and experience with Opera Cloud is an advantage
• Previous customer service or hospitality experience is preferred, but a positive attitude and willingness to learn are just as important
• You're a team player who enjoys contributing to a supportive and inclusive work culture
• Flexibility to work various shifts, including weekends, evenings, and public holidays

You'll Also Bring

• A positive, can-do attitude with a genuine passion for delivering great guest experiences
• Strong attention to detail to ensure accuracy in bookings, payments, and guest requests
• The ability to work calmly and efficiently under pressure
• A proactive approach to problem-solving and finding solutions
• Excellent grooming and presentation, reflecting our hotel's professional standards
• Reliability and flexibility to adapt to changing schedules and operational needs
• A willingness to learn and grow within the hospitality industry

Benefits & Perks

• Discounted meals and non-alcoholic beverages
• Supplied meals during allocated rostered shifts
• Complimentary dry cleaning allowance
• Career growth opportunities
• Discounted parking

How to Apply

If you have the experience, we'll give you the opportunity.

Please submit a cover letter and resume. We thank you in advance for taking the time to apply for our exclusive role, please note that only shortlisted candidates will be contacted for an interview.

No recruitment agencies please.

Stamford Hotels and Resorts is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, covered under applicable law.