Guest Service Agent

About The Branksome Hotel & Residences

The Branksome Hotel & Residences is a contemporary serviced apartment hotel designed to make short breaks and longer stays feel like home. The property includes 150 studios and suites, each fitted with a full kitchen and in-room laundry, making it suitable for both corporate and leisure guests.

Guests can take advantage of a restaurant and bar, 24-hour room service, a heated swimming pool with a separate children's pool, plus a gym, sauna, playground, and secure underground parking. The workplace is focused on guest care, smooth service delivery, and consistently high hospitality standards.

Role Overview

This on-site Guest Service Agent position in Sydney, NSW is a part-time role. The successful candidate will be the first point of contact for guests, supporting arrivals, departures, reservations, and general enquiries across phone, email, and face-to-face channels.

The role also involves sharing clear information about rooms, hotel facilities, and nearby attractions, assisting with special guest requests, processing payments, maintaining guest accounts, and keeping records accurate within the property management system. You will work closely with housekeeping and maintenance teams, address guest concerns quickly, and help maintain hotel policies, safety standards, and a polished front-desk presentation.

Key Responsibilities

• Greet guests warmly and manage check-in and check-out procedures.
• Respond to reservation requests and guest queries by phone, email, and in person.
• Provide accurate guidance on accommodation, hotel services, and local points of interest.
• Support guests with special requirements to help ensure a seamless stay.
• Process payments, maintain folios, and update guest accounts correctly.
• Enter and manage guest information in property management systems with accuracy.
• Coordinate with housekeeping and maintenance to resolve guest issues promptly.
• Follow hotel procedures, safety requirements, and front desk presentation standards.

Requirements

• Strong background in customer service and guest relations, with a calm and empathetic approach to feedback, complaints, and enquiries.
• Clear verbal and written communication skills, including professional phone manner and confident guest interaction.
• Comfort using computers, email, property management software, and standard office tools.
• Good organisation and time management to handle multiple tasks, arrivals, departures, and requests accurately.
• Ability to work well with front office, housekeeping, and other hotel teams.
• Sound numeracy and cash-handling ability for payments, reconciliation, and folio management.
• Experience in hotels, serviced apartments, or other customer-facing hospitality settings is preferred but not essential.
• Willingness to work a rotating roster, including early shifts, late shifts, weekends, and public holidays.
• Professional appearance and a courteous, guest-focused manner suited to premium hospitality.
• Hospitality, tourism, or similar qualifications are considered an advantage.

Additional Information

No vacancy count, salary details, application deadline, or start date were provided. The role is based onsite in Sydney, New South Wales, Australia.

Work Environment

This position is part of a service-oriented hotel environment where guest satisfaction, attention to detail, and teamwork are essential to daily operations.