Guest Service Agent

We’re now looking for a Guest Service Agent to deliver first-class service and be the face of our front desk at Royal Albert Hotel. The Royal Albert Hotel is a 73-room hotel in the heart of Brisbane’s CBD, and it’s the newest addition to the Belmo Group portfolio. We run hotels a little differently – we think you can have performance and personality, and we build teams that prove it.

About the role

Reporting to the General Manager, you’ll own the guest experience from arrival to departure, delivering seamless check-ins and check-outs, managing enquiries, and keeping the front desk running smoothly. You’ll work closely with Housekeeping and Maintenance in a strata-titled, mixed-use environment that keeps the role varied. It’s a busy, people-facing role on a rotating roster where your warmth and professionalism shape every guest’s stay.

What you’ll do

• Deliver exceptional check-in and check-out experiences in line with Belmo standards
• Manage guest enquiries in person, by phone, and by email with professionalism and genuine care
• Maintain accurate records in our property management system – reservations, billing, room statuses, and guest profiles
• Liaise in real time with Housekeeping and Maintenance on room readiness and service requests
• Identify and offer upgrades, late check-outs, and other ways to enhance the guest’s stay
• Process payments, bonds, refunds, and complete accurate end-of-shift balancing
• Manage key and access card administration using our electronic lock system
• Handle guest concerns with confidence and escalate appropriately when required
• Keep the front desk and lobby immaculately presented at all times
• Uphold Body Corporate by-laws and support emergency response procedures, including evacuation and fire alarm protocols

What you’ll bring

• A genuine customer-service focus
• Strong communication and interpersonal skills, both written and verbal
• Confidence with computer systems and the ability to pick up new software quickly
• The ability to multitask and stay composed in a fast-paced environment
• Strong attention to detail, particularly with cash handling, billing, and guest records
• Reliability, punctuality, and availability across a rotating roster, including evenings and weekends
• Professional presentation and conduct at all times

Nice to have

• Prior hotel reception or front office experience
• Experience in a serviced apartment, short-term letting, or management rights property
• Familiarity with a hotel PMS
• An understanding of strata or Body Corporate environments

What We Offer

• Career Development – We invest in our people through structured onboarding, leadership development, and ongoing learning opportunities designed to support career progression across our hotel, residential, and corporate portfolios.
• Autonomy & Trust – Belmo empowers our people to take ownership of their work, with clear governance, support, and direct access to leadership.
• Competitive Rewards – We offer competitive remuneration packages aligned to experience and performance, with opportunities for growth as the business expands.
• Work-Life Balance – We recognise the importance of balance in a demanding industry and strive to build sustainable operating models that support both performance and wellbeing.
• Wellbeing Support – Access to employee assistance and wellbeing resources to support mental health, resilience, and personal wellbeing.
• Professional Culture – Work within a collaborative, accountable, and high-performing culture that values integrity, innovation, and continuous improvement.

How to apply

If this sounds like you, hit Apply and send through your resume!