We are seeking an exceptional Guest Service Agent to deliver first-class service to guests, to join our Brisbane team!
The Company
Belmo Group is a leading provider of hospitality and tourism services in Queensland. With a diverse portfolio of properties, including hotels, resorts, holiday rentals and permanent residential apartments. We are committed to delivering exceptional experiences for our guests, tenants, owners and other partners. Our strong focus on innovation, sustainability, and community engagement has made us a trusted and respected industry leader.
The Role
As a Guest Service Agent, you are the face of the property and the heartbeat of the front desk. You will own the guest experience from the moment of arrival to the moment of departure,
ensuring every interaction reflects the warmth, professionalism, and consistency that Belmo Group is known for. You will work closely with housekeeping, maintenance and building management within a strata-titled, body corporate environment — an interesting and varied context that keeps the role
dynamic.
Day to day you will:
- Deliver exceptional check-in and check-out experiences in accordance with Belmo Group standards.
- Manage guest enquiries in person, by phone and via email with professionalism and genuine care.
- Maintain accurate records in our Property Management System (REI Cloud), including reservations, billing, room statuses, and guest profiles.
- Liaise with housekeeping in real time on room readiness and service requests.
- Handle guest concerns with confidence and escalate appropriately when required.
- Identify and offer upgrades, upsells and ancillary revenue opportunities.
- Process payments, bonds, refunds, and end-of-shift balancing accurately.
- Manage key and access card administration using our electronic lock system
- Ensure the front desk and lobby are immaculately presented at all times.
- Uphold Body Corporate by-laws and ensure guest awareness where required.
- Support emergency response procedures including evacuation and fire alarm protocols.
What We’re Looking For Essential:
- Genuine customer service orientation — you care about people and it shows.
- Strong communication and interpersonal skills, both written and verbal
- Competent with basic computer systems and confident in learning new software
- Ability to multitask efficiently in a fast-paced environment.
- High attention to detail, particularly with cash handling, billing, and guest records
- Reliable, punctual, and flexible across a 24/7 roster, including nights and weekends.
- Professional presentation and conduct at all times.
Desirable:
- Prior hotel reception or front office experience
- Experience in a serviced apartment, short-term letting or management rights property.
- Familiarity with a hotel PMS (REI Cloud or Resly experience a bonus)
- Understanding of Strata and body corporate environments
- Experience handling guest payments or end-of-shift balancing.
What You’ll Get
- A genuinely beautiful workplace in a landmark Brisbane CBD building
- The variety and interest of a mixed letting pool property — no two days are the same.
- Real career development pathways within a growing hospitality group
- Competitive hourly rates in line with the Hospitality Industry General Award
