Guest Service Agent

Position Vacant: 

At the National Rugby League (NRL), we’re incredibly proud of our game and the impact it has on players, fans, and communities across Australia and the Pacific. Rugby League has a unique ability to bring people together, and that same sense of connection extends into our hospitality experiences. Here at Mantra Terrace Hotel, we are committed to creating welcoming, inclusive environments where every guest feels valued and every stay is memorable. Our workplace reflects these values - we celebrate diversity, champion inclusion, and strive to create a culture where everyone feels they belong, both on and off the field. 

About the role:

As a Guest Service Agent, you will be the face of the hotel, delivering exceptional service and creating memorable guest experiences from the first point of contact through to departure. This role is integral to the smooth operation of the Front Office, managing reservations, responding to enquiries, and supporting daily operations while maximising revenue opportunities. Working closely with a collaborative team, you will play a key role in maintaining high service standards and ensuring every guest feels welcomed and valued.

In the role you will: 

• Deliver exceptional, professional customer service across all guest touchpoints, ensuring every interaction reflects a high standard of hospitality.

• Manage reservations from enquiry through to arrival, ensuring accuracy and a seamless guest experience.

• Handle guest enquiries via phone, email and in person, prioritising responsiveness and service excellence.

• Promote hotel facilities, packages, and services to maximise revenue opportunities and guest satisfaction.

• Maintain strong knowledge of room types, rates, availability, and seasonal offerings.

• Build and maintain positive relationships with guests, local businesses, and stakeholders to support ongoing growth.

• Work collaboratively with the Front Office team to ensure smooth daily operations and a consistently high service standard.

 Ideally you will have:

• Proven experience delivering exceptional customer service, ideally within hospitality or a fast-paced service environment.

• Strong communication skills and professional telephone manner.

• High attention to detail with the ability to manage reservations, billing, and guest information accurately.

• Confidence working with reservation systems (OPERA Cloud highly considered but not required) and administrative processes.

• Ability to multitask, prioritise effectively, and remain composed in a busy environment.

• A proactive approach with the ability to problem-solve and use initiative when handling guest requests or issues.

• A team-focused mindset with a commitment to maintaining a positive and professional workplace culture.

Whilst we look for experience, we also look for people who share the same beliefs as our organisation – we are UNITED, POSITIVE, INCLUSIVE & DISCIPLINED.  Should you meet most of the criteria and share our beliefs, please apply.