Full job description

Casual & Part-Time Guest Services Agent / Hotel Receptionist

Quest Geelong – Geelong, VIC

Job types: Permanent Part-time or Casual

Expected hours: Approximately 8–38 hours per week

About Quest Geelong

Quest Geelong is seeking friendly, reliable and professional Guest Services Agents to join our Front Office team on either a permanent part-time or casual basis.

Located near Geelong’s waterfront and CBD, Quest Geelong provides serviced apartment accommodation to corporate, leisure and extended-stay guests.

As one of the first and last points of contact for our guests, you will play an important role in delivering a welcoming, efficient and memorable guest experience.

This is a hands-on front office position suited to someone who enjoys helping people, takes ownership of their responsibilities and can remain organised and professional in a busy hotel environment.

About the role

Your responsibilities will include:

• Welcoming guests and providing friendly, professional and personalised service
• Completing guest check-ins and check-outs accurately and efficiently
• Managing reservations, accommodation enquiries, amendments and cancellations
• Answering telephone calls and responding promptly to guest emails and requests
• Processing payments, security deposits, invoices and outstanding account balances accurately
• Promoting available room types and identifying opportunities to secure direct bookings
• Providing accurate information about the hotel, local area and guest services
• Maintaining accurate guest profiles, reservation notes and operational records
• Monitoring daily arrivals, departures, room status and special guest requirements
• Communicating guest requests and maintenance or housekeeping issues to the appropriate team
• Following up with guests to confirm that reported issues have been resolved
• Handling guest concerns calmly, professionally and within hotel procedures
• Escalating serious guest, safety or operational matters when required
• Preparing clear, accurate and complete handovers for the next shift
• Assisting with daily front office administration and operational reports
• Maintaining appropriate key control, guest access and reception security procedures
• Maintaining a professional, organised and welcoming reception environment
• Working collaboratively with housekeeping, maintenance and management
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