At Coastal Letting Group, we're all about delivering exceptional guest experiences across a growing portfolio of short-term holiday accommodation on the Gold Coast.
We operate in a fast-moving, guest-focused environment where no two days are the same. As our portfolio continues to grow, we're looking for a friendly, organised, and professional Reception / Guest Service Agent to join our team and help create memorable stays for our guests.
About the Role
This is a front-line hospitality role where you'll be the first point of contact for guests and property owners. From managing bookings and guest enquiries to coordinating arrivals and departures, you'll play a key role in ensuring smooth daily operations and outstanding customer service.
You'll work closely with our Front Office and Operations teams in a supportive and energetic environment.
Key Responsibilities
* Provide professional and friendly service to guests and property owners
* Respond to guest enquiries, bookings, and communications via phone, email, and messaging platforms
* Multi-Platform channel management responding to online travel agent messages such as Airbnb, Booking.com and more
* Process reservations and maintain accurate booking information
* Assist with guest arrivals and departures, including check-ins and check-outs
* Assist with After-hours calls when required
* Handle routine guest issues and escalate more complex matters when required
* Coordinate with housekeeping and maintenance teams to ensure properties are guest-ready
* Maintain accurate records and complete administrative tasks
* Support day-to-day front office operations
* Ensure company service standards and procedures are consistently followed
What We're Looking For
Required
* Previous customer service, reception, or hospitality experience
* Strong communication and interpersonal skills
* Ability to remain calm and professional in a fast-paced environment
* High attention to detail and organisational skills
* Confident using computer systems and learning new technology
* Flexible approach to working weekends, public holidays, and rotating rosters as required
Preferred
* Experience in hotels, short-term rentals, or accommodation environments
* Familiarity with property management systems such as Resly, Guesty, or Hostaway
* Experience handling guest enquiries and online booking platforms
What Success Looks Like
* Positive guest reviews and feedback
* Accurate bookings and smooth guest arrivals/departures
* Fast and professional communication with guests and owners
* Strong teamwork and operational support across departments
Why Join Coastal Letting Group?
* Be part of a growing and fast-paced hospitality business
* Work in a supportive and team-focused environment
* Opportunities for career growth and development
* Gold Coast lifestyle with a dynamic and exciting guest environment
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