Job Description: 

1. Guest Services & Communication:
   • Greet, assist, and engage with guests, residents, and staff across all properties, ensuring a welcoming and positive experience.
   • Manage check-ins, check-outs, reservations, and general inquiries via phone, email, or in-person, providing timely and professional service.
   • Address guest requests, provide recommendations, upsell services, and ensure their needs are met promptly, aiming for 100% satisfaction.
   • Proactively share guest feedback with management, identifying areas for improvement.
   • As a roving guest service agent, this role will involve working across three different properties of the company within Melbourne’s CBD, providing flexible support across departments when necessary.
2. Concierge & Resident Support:
   • Assist residents with concierge-style services, such as arranging parcel deliveries, booking common area reservations, coordinating repairs, and organising building events.
   • Ensure a high standard of service is maintained to enhance the resident experience.
3. Security & Safety:
   • Monitor the premises to ensure the safety and security of guests, residents, staff, and property, conducting regular security rounds.
   • Respond promptly to emergencies and be well-versed in emergency protocols, including fire safety and medical situations.
4. Room Inspections & Maintenance:
   • Conduct room inspections to ensure they are in optimal condition, addressing any housekeeping or maintenance needs swiftly.
   • Report maintenance issues and follow up to ensure timely resolution.
5. Payment Handling & Reporting:
   • Process payments accurately, including credit card transactions, and maintain up-to-date financial records.
   • Document guest interactions, incidents, and maintenance concerns, ensuring seamless communication to the morning shift for continuity of service.