Overview
QT Melbourne is part of EVT, and EVT is a leading experience creator in entertainment, ventures, and travel. QT Hotels & Resorts is EVT’s premium lifestyle hotel brand with locations in Australia, New Zealand and Singapore. The role is based in the QT Melbourne communication hub and involves handling guest phone and digital enquiries to deliver a seamless and memorable stay.
Role
Working in the communication hub of QT Melbourne, you’ll be the first point of contact for all guest phone and digital enquiries—setting the tone for a seamless and memorable stay. From restaurant bookings and room service orders to housekeeping requests and reservations, you’ll coordinate it all with flair and precision. You’ll demonstrate deep knowledge of the resort to ensure guests feel heard, supported, and delighted from the moment they reach out. If you love being at the centre of the action and delivering exceptional service, this is your moment to shine.
Key Accountabilities
- Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, e-mail, messages, and how to interpret availability sources within the reservation systems
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
- Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
- Take and manage guest bookings, upselling opportunities and inform guests about ways to improve their stay
- Jump into other ad-hoc duties when your colleagues need your help
- Log all guest complaints into duty logs and guest profile notes and ensure management is aware of any existing or potential guest issues
- Complete check-in and check-out of guests from the Property Management System Opera through the telephone
- Effectively manage FIT and group reservations, manage waitlists and “no show” reservations
- Effectively update PMS with any special requirements, early departures, extensions, etc.
- Maintain a high level of accuracy in both hotel reservations and guest requests across restaurant bookings, guest amenity requests, room service orders and related tasks
- Improve profile management by merging individual and company profiles for accurate statistical data and guest recognition
- Maintain knowledge of special rates/offers/promotions
- Communicate effectively and maintain key interdepartmental relationships
- In-depth software knowledge including but not limited to Opera and other systems
- Regularly communicate with hotel team to build and maintain key relationships
Skills & Experience
- Experience in a customer service role, ideally within a hotel or resort, with a natural ability to make guests feel welcome and cared for
- Confident communicator who’s approachable and ready to handle compliments and concerns with ease
- Meets compliance requirements, including being above the minimum age and holding a valid NSW Driver’s Licence
- Fluent in English; extra language skills are a bonus
- Organised and able to juggle priorities, meet deadlines, and maintain smooth operations in busy periods
- Tech-savvy, comfortable with reading, writing, basic maths, and navigating computer systems
- Creative problem-solver who turns challenges into opportunities for memorable guest experiences
- Thrives in a fast-paced environment, maintains a polished appearance, and takes pride in personal grooming and uniform standards
- Versatile and willing to work nights, weekends and holidays as part of the team
Benefits & Perks
- Incredible team member discounts from your first day on-the-job
- 50% off stays at EVT hotels – Rydges, QT, Atura, Lylo and more
- $2 movie tickets, plus Moonlight, Gold Class, Candy Bar discounts and more
- Winter and summer savings and discounts at Thredbo
- Rapid career growth opportunities through the EVT network
- Local community involvement, volunteering and charitable giving
- Australia and NZ’s largest and most diverse experiences company
Join QT Melbourne and become an EVT experience creator, opportunity taker, the ultimate Daymaker. When you click apply, you’ll be taken to our secure EVT careers portal (powered by Dayforce) to enter your details and answer screening questions.
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📌 QT Melbourne - Reservations Agent
🏢 EVT - Entertainment | Ventures | Travel
📍 Melbourne