Guest Service Agent

About the Company

Minor Hotels is a major accommodation group in Australasia, operating more than 70 properties across the region and a worldwide network of 640 properties in over 66 countries. Its portfolio includes Anantara, Avani, Oaks, NH Hotels, NH Collection, nhow, and Tivoli, with a presence across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America. Joining the organisation means becoming part of a growing global business with room to build a long-term career.

The company places strong value on its people and focuses on developing skills that support growth and progression. Team members are part of a close, supportive group that works together to create memorable guest experiences and a positive workplace culture.

Role Overview

Oaks Port Douglas Resort is seeking a casual Guest Service Agent who enjoys working with people and delivering strong customer service. In this role, you will be one of the first people guests meet, helping create a welcoming atmosphere from the moment they arrive.

You will support guests throughout their stay by handling arrivals and departures, responding to enquiries, and sharing useful information about local attractions and dining options. The role calls for a friendly, energetic approach and a genuine commitment to service.

Key Responsibilities

• Greet arriving guests with a warm and professional reception, and manage check-in procedures efficiently while handling any immediate questions or needs.
• Communicate clearly and courteously with guests, team members, and other stakeholders through face-to-face interactions, phone calls, and email.
• Manage reservations, booking changes, and special guest requests accurately using property management systems to keep schedules and availability up to date.
• Serve as a main contact for guests during their stay, providing quick support, resolving concerns, and offering tailored suggestions to improve their experience.

Shift Details

The roster is rotational from Monday through Sunday and may change based on operational needs. Working hours are scheduled between 7:00am and 11:00pm. Immediate commencement is available.

Pay Information

Hourly rates are listed before superannuation: Monday to Friday at $34.96 per hour, Saturday at $41.96 per hour, and Sunday at $48.95 per hour.

Requirements

• Previous experience providing high-quality service in a hotel, hospitality, or other customer-facing setting.
• Strong verbal and written communication skills with the ability to share information clearly and professionally.
• A consistent service mindset, with the ability to stay proactive, positive, and focused on guest satisfaction.
• A genuine interest in creating positive guest experiences and resolving issues efficiently.
• Professional grooming and presentation that align with workplace standards.
• Availability to work a flexible roster, including weekends, public holidays, and varying shifts.

Additional Information

The organisation offers a benefits package intended to support career development, wellbeing, and work-life balance.

• Access to learning and development programmes to support career growth.
• 50% discount on stays at Minor Hotels in Australasia, plus 20% off for friends and family.
• International accommodation discounts across the hotel portfolio.
• Cashback and discounts from more than 400 retailers across Australia and New Zealand.
• Discounted entertainment and activity experiences.
• Special health insurance offers and workplace banking benefits.
• Parental leave and birthday leave.
• Employee assistance and customised wellbeing support.

The business highlights a strong people-first culture built around innovation, collaboration, and personal development.

Applications are only being considered from people who have the right to work in Australia or New Zealand.

The role is described as casual in the job details, with hourly pay provided for different days of the week.