Guest Service Agent

About the Company

Minor Hotels operates as one of Australasia’s leading accommodation groups, with more than 70 properties in the region and a worldwide portfolio of 560 properties spanning over 58 countries. Its brands include Anantara, Avani, Oaks, NH Hotels, NH Collection, nhow, and Tivoli, with a presence across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America. The organisation offers a growth-oriented environment where people are supported to build their careers and contribute to memorable guest experiences.

The company emphasises a close team culture, ongoing skills development, and a workplace that values collaboration, service quality, and professional growth.

Role Summary

Oaks Mackay Rivermarque Hotel and Oaks Mackay Carlyle Suites are seeking a casual Guest Service Agent who is enthusiastic about customer service and guest care. This role is focused on creating a welcoming first impression, supporting guests throughout their stay, and ensuring smooth front desk operations.

You will be the person guests rely on for check-in and check-out support, local recommendations, and timely assistance, while representing the property with professionalism, warmth, and a positive attitude.

Key Responsibilities

• Welcome arriving guests in a friendly and professional manner and manage check-ins efficiently while responding to immediate questions or requests.
• Communicate clearly and courteously with guests, colleagues, and other stakeholders through face-to-face interaction, phone calls, and email.
• Handle reservations, modifications, and special requests accurately using property management systems to maintain smooth operations and availability.
• Serve as a main contact point for guests during their stay by providing quick assistance, resolving concerns, and suggesting local places of interest and dining options.

Work Schedule

The position follows a rotating roster from Monday to Sunday. Weekend work is required. Morning shifts typically fall between 6:00 am and 3:00 pm, while afternoon/evening shifts run from 1:00 pm to 10:30 pm. Duties are shared between Oaks Mackay Rivermarque Hotel and Oaks Mackay Carlyle Suites. An immediate start is available.

Pay Details

The role is paid at hourly casual rates, excluding superannuation. Pay is $33.38 per hour from Monday to Friday, $40.05 per hour on Saturdays, and $46.73 per hour on Sundays.

Qualifications and Requirements

• Experience in a hotel, hospitality, or other customer-facing service environment is preferred.
• Strong communication skills are needed to share information accurately and professionally across multiple channels.
• A consistently helpful, proactive, and positive approach to service is essential.
• Ability to create positive guest experiences and handle issues effectively is important.
• A polished, professional presentation is required.
• Flexibility to work weekends, public holidays, and changing shifts is necessary.

Eligibility

Applications are only being accepted from candidates who have the right to work in Australia or New Zealand.

Perks and Benefits

• Training, learning, and development opportunities to support career progression.
• 50% discount on stays at Minor Hotels across Australasia, plus 20% off for friends and family.
• Access to accommodation discounts across the company’s global hotel brands.
• Cashback and savings with more than 400 retail partners in Australia and New Zealand.
• Discounted entertainment and activity offers.
• Special health insurance and workplace banking benefits.
• Parental leave and birthday leave.
• Employee assistance program and tailored wellbeing support.

Additional Information

The company describes itself as a dynamic organisation focused on excellent guest experiences, innovation, teamwork, and personal growth. The listing also notes a privacy notice.