Guest Experience Representative

Guest Experience Representative - Belmo Group

Belmo Group, a prominent provider of boutique luxury accommodation in the Noosa region, is seeking a Guest Experience Representative. We operate hotels with a unique approach, valuing both performance and personality, and are building teams that embody this philosophy.

About the Role

Reporting to the Front Office Manager, this full-time, onsite position involves managing the entire guest journey from arrival to departure. Responsibilities include facilitating seamless check-ins and check-outs, addressing guest inquiries, and ensuring the efficient operation of the front desk. You will collaborate closely with Housekeeping and Maintenance teams within a strata-titled, mixed-use environment and large residential homes, contributing to a varied role. This is a dynamic, people-focused position operating on a rotating roster, where your professionalism and warmth will significantly influence each guest's experience.

Key Responsibilities

• Deliver check-in and check-out experiences that meet Belmo standards.
• Manage guest inquiries received in person, via telephone, and email with professionalism and genuine care.
• Maintain accurate records within the property management system, including reservations, billing, room statuses, and guest profiles.
• Communicate in real time with Housekeeping and Maintenance regarding room readiness and service requests.
• Identify opportunities to offer upgrades, late check-outs, and other enhancements to the guest's stay.
• Process payments, bonds, and refunds, and complete accurate end-of-shift reconciliation.
• Administer key and access card management using the electronic lock system.
• Address guest concerns confidently and escalate issues appropriately when necessary.
• Maintain the immaculate presentation of the front desk and lobby at all times.
• Uphold Body Corporate by-laws and support emergency response procedures, including evacuation and fire alarm protocols.

What You Will Bring

• A genuine focus on customer service.
• Strong written and verbal communication and interpersonal skills.
• Confidence with computer systems and the ability to quickly learn new software.
• The capacity to multitask and maintain composure in a fast-paced environment.
• A strong attention to detail, particularly in 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 experience in hotel reception or front office.
• Experience within a serviced apartment, short-term letting, or management rights property.
• Familiarity with a hotel Property Management System (PMS).
• An understanding of strata or Body Corporate environments.

What We Offer

• Career Development: Investment in people through structured onboarding, leadership development, and ongoing learning opportunities to support career progression across hotel, residential, and corporate portfolios.
• Autonomy & Trust: Empowerment to take ownership of work, with clear governance, support, and direct access to leadership.
• Competitive Rewards: Remuneration packages aligned with experience and performance, with growth opportunities as the business expands.
• Work-Life Balance: Recognition of balance in a demanding industry, with efforts to build sustainable operating models supporting both performance and wellbeing.
• Wellbeing Support: Access to employee assistance and wellbeing resources for mental health, resilience, and personal wellbeing.
• Professional Culture: Opportunity to work within a collaborative, accountable, and high-performing culture that values integrity, innovation, and continuous improvement.

How to Apply

To apply, please submit your resume.