Guest Service Agent

A home. A hotel. A place to get lost in, to take refuge in, to revel in.

Welcome to Hannah St Hotel, Southbank’s newest neighbourhood precinct. Our new hotel is an ever-evolving framework for experience — a dynamic, open-door space that reflects the spirit of Melbourne. With 188 authentically Melbourne guest rooms, Hannah St is a place for the late nights, the sleep-ins, the early mornings, the long lunches, the unexpected encounters, and the familiar comforts.

We are seeking Guest Service Agents who embodies our purpose: to create a hotel that is of place — a true coming together of the people and stories that make up this city.

Your Role in our Story:

As Guest Services Agent, you’re the definition of a people-person. You’re the go-to for any guest query, giving real local advice, always with a smile and you go the extra mile to make a guest feel at home.  

What you’ll do:

• Deliver seamless guest experiences by managing check-ins/outs, greeting guests by name, and ensuring accurate PMS (Opera Cloud)  updates.
• Act as the central point of contact for guest queries, special requests, transport, reservations, and local recommendations.
• Respond promptly and cheerfully to all calls and follow up on any queries you can’t immediately resolve.
• Handle guest issues professionally, escalating to supervisors when necessary, and maintain strong knowledge of rooms, rates, and services to upsell effectively.
• Efficiently manage reservations, messages, deliveries, and wake-up calls, coordinating with departments like housekeeping and maintenance as needed.
• Support hotel operations, assisting with reporting, cross-training in other roles, and providing clear shift handovers.

Who You Are:

• A natural host with a passion for people and place.
• You inspire initiative, collaboration, and continuous improvement.
• A detail-oriented operator who thrives in dynamic environments.
• Someone who understands that hospitality is both an art and a science — and knows how to balance both.
  
  

Why Hannah St Hotel?

Because we’re not just opening a hotel, we’re creating a home. A place for the in-between moments, the planned and the spontaneous, the old favourites and the new locals. A place that feels like Melbourne, because it is Melbourne.

Ready to be part of something truly local, truly special?
Apply now and help us shape the story of Hannah St Hotel.