Guest Services Agent

Guest Services Agent – Permanent Full Time Position

(Front Office and Reservations All-Rounder)

Lanson Place Parliament Gardens Melbourne

Lanson Place offers a luxurious home-away-from-home experience for short and extended stays at central locations in Hong Kong, Shanghai, Kuala Lumpur, Singapore, Manila. Melbourne will be the first in Australia and flagship for the brand to expand its portfolio to other Australian and New Zealand gateway cities. Since 1995, the company has been delivering on its mission to perfect the art of authentic hospitality.

We are looking for enthusiastic and service-focused individuals to join our Front Office team on a permanent full-time basis as a Guest Services Agent (All-Rounder).

In this role, you will play a vital part in delivering exceptional guest experiences across both Front Office and Reservations. Your warm personality, attention to detail, and proactive approach will contribute to creating a seamless and memorable stay for every guest.

Main Duties

• Greet guests upon arrival and ensure a smooth check-in and check-out experience.

• Welcome guests to the hotel and assist with luggage handling, storage, and transportation to and from guest rooms as required.

• Provide a personalised arrival and departure experience, including escorting guests to their rooms and introducing hotel facilities and services.

• Handle guest inquiries, special requests, and feedback in a professional and efficient manner.

• Provide clear and accurate information about hotel facilities, services, and local attractions.

• Assist with processing reservations via phone, email, and online channels as required.

• Coordinate room allocations and updates using the hotel's PMS.

• Liaise with Housekeeping, Engineering, Reservations and other departments to ensure guest satisfaction.

• Assist with parking, taxi bookings, airport transfers and other transportation requests where required.

• Maintain the cleanliness and presentation of the lobby, entrance, luggage storage areas and reception.

• Follow all hotel policies and procedures, including security, privacy and workplace health and safety standards.

• Support the Reservations team during peak periods and contribute to revenue-generating opportunities through upselling and guest engagement.

• Work collaboratively with the wider Guest Services team to deliver seamless service across Front Office, Reservations and Portering functions.

• Perform any other duties reasonably requested to support the smooth operation of the Guest Services department.

Key Requirements

• Previous experience in the hotel industry, ideally within Front Office, Guest Services, Reservations or Portering.

• Strong interpersonal and communication skills – written and verbal.

• Passion for providing personalised guest service with a genuine hospitality mindset.

• Physically capable of handling guest luggage and performing porter duties safely.

• Organised, dependable, and confident working independently or as part of a team.

• Ability to adapt, prioritise and multitask in a fast-paced luxury hotel environment.

• Professional presentation and a proactive, can-do attitude.

• Proficiency in hotel systems/PMS (HMS or similar) is an advantage.

• Availability to work rotating shifts between 7:00am and 11:00pm, including weekends and public holidays.

What We Offer

• A dynamic and supportive team culture where your contributions are valued.

• Ongoing training and development opportunities.

• Generous staff benefits including discounts on dining and accommodation at our property, as well as free stays in our sister hotels across Asia.

How to Apply

If you're passionate about hospitality, excited to wear multiple hats, and eager to be part of an energetic and caring team, we’d love to hear from you!