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
Depending on operational requirements, you may be required to operate reception independently. You must therefore be dependable, confident in making sensible decisions and able to follow established procedures without constant supervision.
About you
To be successful in this role, you will ideally have:
- Previous experience in hotel reception, reservations or guest services
- Experience in a hotel, motel or serviced apartment environment
- Strong customer service and communication skills
- A friendly, calm and professional approach when dealing with guests
- Reliability, punctuality and a strong sense of accountability
- Excellent attention to detail, particularly when managing reservations, payments and guest information
- The ability to prioritise competing responsibilities in a busy environment
- Confidence communicating with guests in person, by telephone and by email
- The ability to manage guest complaints professionally and work towards practical solutions
- Confidence using computer-based reservation, email and payment systems
- An understanding of the importance of accurate shift handovers and internal communication
- A professional presentation and positive, team-focused attitude
- The ability to work independently as well as collaboratively
- Full Australian working rights
Experience using RMS or a similar property management system will be highly regarded. Training in Quest systems and operational procedures will be provided.
Availability requirements
Quest Geelong operates across a seven-day roster. Applicants must have reasonable flexibility to work a combination of:
- Weekday shifts
- Morning shifts
- Afternoon and evening shifts
- Saturdays and Sundays
- Public holidays
- Additional shifts during annual leave or unexpected staff absences, where available
Permanent part-time applicants must be able to commit to an agreed regular pattern of work.
Casual applicants must provide their usual weekly availability and should be reasonably flexible when additional coverage is required.
Regular weekend availability is essential. Applicants who can work across both weekdays and weekends will be prioritised.
Employment arrangements and pay
The successful applicant will be employed on either a permanent part-time or casual basis, depending on regular availability, experience and the operational requirements of the hotel.
Applicable evening, early morning, overtime and other penalty rates will be paid in accordance with the Hospitality Industry (General) Award.
Superannuation will be paid in addition to the applicable hourly rate.
Final classification and pay arrangements will be confirmed in the successful applicant’s written employment offer and will depend on the duties performed, employment status and applicable award requirements.
What we offer
- Award-compliant hourly rates and applicable penalty rates
- Superannuation in addition to the applicable hourly rate
- A supportive and professional working environment
- Training in Quest systems and front office procedures
- Exposure to different aspects of serviced apartment operations
- Opportunities to develop your guest service, reservations, administration and operational skills
- Quest staff accommodation benefits, subject to applicable program terms
- Potential for additional hours and future development opportunities based on business requirements and individual performance
How to apply
Please submit your résumé together with a short cover letter addressing the following:
- Your previous hotel reception, reservations or customer service experience
- Your regular weekly availability, including Saturdays, Sundays and public holidays
- Whether you are seeking permanent part-time or casual employment
- Any hotel property management or reservation systems you have previously used
- Why you would like to join Quest Geelong
Please clearly identify any days or times when you are regularly unavailable.
Applications that do not include availability information may not be progressed.
Only shortlisted applicants will be contacted.
Quest Geelong is an equal opportunity employer. We welcome applications from people who share our commitment to respectful workplaces, personal accountability and outstanding guest service.
Pay: $26.44 – $44.17 per hour
Work Location: In person
