Front Office Receptionist | Guest Experience & Hotel Operations
If you believe great hospitality is about people, not just procedures, we would love to hear from you.
At Quest Mont Albert, we do things a little differently.
Yes, we have procedures. Yes, accuracy matters. Yes, you will check guests in, manage reservations, answer phones, process payments and solve problems.
But that is only part of the job.
We are looking for someone who genuinely cares about people.
Someone who remembers a guest’s name.
Someone who notices when something does not feel right and does something about it.
Someone who does not walk past a problem because “it isn’t my job”.
Someone who can have a genuine conversation with a guest, build relationships with our long stay clients and make people feel like they have someone they can rely on while they are away from home.
Someone with common sense, initiative and personality.
If you are looking for a job where you can simply stand behind a desk, follow instructions and wait for your shift to finish, this probably will not be the right role for you.
If you want to become part of a team that genuinely cares about its guests, its property, its performance and each other, keep reading.
This role is initially offered on a casual or part time basis, with the opportunity to move into full time employment for an exceptional candidate who is genuinely committed to building a career in hospitality and hotel operations.
Who are we?
Quest Mont Albert is a serviced apartment hotel in Melbourne’s eastern suburbs, welcoming corporate travellers, families, relocation guests, sporting groups, medical travellers and long stay guests from all over Australia and the world.
Many of our guests stay with us for weeks, months or even years.
That means we have the opportunity to build genuine relationships with the people who walk through our doors.
We know our regular guests.
We celebrate birthdays.
We remember the little things.
We solve problems.
We take ownership.
And we work incredibly hard to create a hotel that our guests want to return to.
We are a small team of 10, which means every person matters.
Your attitude matters.
Your standards matter.
Your contribution matters.
What will you actually be doing?
You will be one of the first people our guests meet and one of their main points of contact throughout their stay.
Your responsibilities will include:
- Creating warm, genuine and memorable guest experiences from arrival through to departure
- Checking guests in and out and managing reservations accurately
- Answering telephone calls, emails and enquiries professionally and confidently
- Getting to know our guests, particularly our regular and long stay clients
- Handling guest requests and complaints with empathy, urgency and ownership
- Learning our apartments, our local area and our business well enough to confidently recommend, promote and sell them
- Identifying sales opportunities and converting enquiries into bookings
- Processing payments, guest accounts and daily financial procedures accurately
- Communicating closely with Housekeeping, Maintenance, Management and the wider team to keep the hotel operating at a high standard
- Looking around the property, noticing what needs attention and taking action
- Contributing ideas and helping us continuously improve the guest experience and the business
And sometimes?
You will need to think on your feet.
A guest will have a problem you have never encountered before.
Something will go wrong at the worst possible time.
You will need to prioritise several things at once.
There may not always be a manager standing beside you telling you exactly what to do.
That is where common sense, judgement and initiative matter.
Who are we looking for?
Experience in hotels, accommodation, reception or customer service is highly regarded.
Experience with RMS or another Property Management System would be fantastic.
But we can teach systems.
We can teach procedures.
We can teach you about our apartments, our guests and our business.
What is much harder to teach is attitude, warmth, curiosity, initiative and genuine care for people.
You may be right for our team if you:
- Genuinely enjoy talking to people and building relationships
- Are naturally warm, friendly and approachable
- Take pride in doing things properly, even when nobody is watching
- Have strong common sense and can make good decisions
- Stay calm when things become busy or unpredictable
- Take ownership of problems and follow them through
- Are comfortable receiving feedback and genuinely want to improve
- Notice the small details other people sometimes miss
- Understand that hospitality is also a business and are comfortable promoting our property and converting enquiries into bookings
- Are reliable and understand that your team depends on you
- Want to contribute to something rather than simply turn up for a shift
The reality of the role
We believe in being upfront about what the job involves.
This role regularly includes weekday afternoon and evening shifts from 2:00 pm to 10:00 pm, as well as weekend shifts from 7:00 am to 2:30 pm.
Hotel operations do not always go exactly to plan.
Some shifts will be busy.
You will occasionally deal with difficult conversations.
You may need to solve problems without having an immediate answer.
There will be days where you are asked to help with something outside your usual routine because the team or a guest needs you.
We expect our team members to be dependable, adaptable and willing to contribute.
In return, you will be trusted, supported and given genuine opportunities to develop.
What will you get from us?
You will join a close knit team that works hard, supports one another and genuinely cares about the success of the property.
You will have managers who are involved in the operation, who will invest time in developing you and who will expect you to keep growing.
You will be given responsibility.
You will be encouraged to think.
You will be trusted to build relationships with our guests.
Your ideas will be heard.
Your contribution will be noticed.
And for the right person, there is the opportunity for this role to become a full time position.
We are willing to invest in someone who is genuinely serious about building a career in hospitality and hotels.
If you are ambitious, want to understand more than just Front Office and are interested in learning about hotel operations, guest experience, sales, revenue, property performance and leadership, we want to help you grow.
Full time opportunities will be considered for team members who demonstrate the right attitude, commitment, performance and genuine desire to build a long term career in the industry.
We will invest in your development.
But we will expect you to invest in yourself too.
One last thing.
We are not looking for the person with the perfect résumé.
We are looking for the right person.
Someone with heart.
Someone with standards.
Someone who wants to learn.
Someone who wants to become better at what they do.
Someone who will care about our guests, their teammates and our hotel.
If that sounds like you, we would genuinely love to meet you.
When you apply, please include your résumé and answer the following question in your cover letter:
“Tell us about a time you noticed something that was not your responsibility, but you chose to do something about it anyway. What happened?”
This question matters to us, so please make sure you answer it.
Pay: $27.97 – $69.92 per hour
Benefits:
- Employee discount
- Employee mentoring program
- Gym membership
- Professional development assistance
Ability to commute/relocate:
- Mont Albert VIC 3127: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- This role regularly requires weekday shifts from 2:00 pm to 10:00 pm and weekend shifts from 7:00 am to 2:30 pm. Are you available and willing to work these shifts on an ongoing basis?
Education:
- Advanced Diploma / Associate Degree (Preferred)
Language:
Work Authorisation:
Work Location: In person
