_{03rd September, 2026}

Essence Hotels & Apartments – Join Our Team
Essence Hotels & Apartments, part of the UniLodge Living group, provides four-star luxury accommodation complemented by modern meeting and conference facilities. With locations in Chermside and Taringa, our properties are the preferred choice for medical stays, business travel, and leisure. We pride ourselves on delivering exceptional guest experiences through a team of passionate, guest-focused professionals.
  
The Opportunity
We’re seeking a warm, professional, and motivated Guest Service Agent to join our team. As the first point of contact for our guests, you’ll be instrumental in creating exceptional experiences, from smooth arrivals to seamless stays and memorable departures.

If you thrive in a fast-paced environment and love making people, feel genuinely welcome, this is the ideal role to showcase your hospitality skills.
You’ll receive comprehensive training to help you perform at your best, supported by a team-focused environment that encourages growth, development, and career progression.This part-time position is based at our Taringa location, where you’ll help deliver outstanding guest experiences every day.

 
General 

• Perform front-line reception duties in a professional, friendly, and efficient manner in accordance with UniLodge policies and procedures. 
• Support the Team and Front Office Manager to ensure smooth and efficient daily operations. 
• Liaise with maintenance staff, contractors, and service providers by communicating guest requests and access requirements. 
• Assist with initiatives that support occupancy and revenue outcomes.
• Receive and manage guest complaints at reception level and escalate unresolved or complex matters to management in line with company guidelines. 
• Report operational concerns, hazards, or areas for improvement to management in a timely manner. 
• Assist with pre-authorisation, room deposit processing, and refunds in accordance with company procedures. 
• Support end-of-month processes by completing front desk and administrative tasks as directed. 
• Maintain flexibility with shift coverage where required.    

Customer Service 

• Create a welcoming and friendly environment that delivers an exceptional customer service experience for all guests. 
• Assist all guests, staff, and contractors in an efficient, professional, and courteous manner. 
• Proactively assist prospective guests with enquiries and reservations, providing accurate and timely information. 
• Take ownership of guest requests and follow them through to completion, ensuring clear communication and follow-up. 
• Operate the day-to-day front desk reception with a strong focus on customer service. 
• Develop and maintain knowledge of the local area, facilities, and services to assist guests effectively.
• Handle incoming and outgoing mail, correspondence, and filing, ensuring a 24-hour turnaround standard where possible.
• Escalate guest concerns beyond authority to management verbally and via email. 

Conferencing and Events (Support Role) 

• Accurately enter conference and event booking information into the Property Management System (PMS). RMS Prefered 
• Assist with the processing of contracts and deposits in line with approved procedures. 
• Support coordination with food and beverage suppliers and complete catering documentation as required. 
• Assist with conference room set-up and break-down in accordance with client requirements. 
• Ensure conference rooms are kept neat, tidy, and presentable at all times. 

Reporting  

• Complete daily and weekly reception reports and checklists as required. 
• Accurately prepare and submit incident reports for any incidents occurring within the building. 
• Review guest accounts during shifts and report any discrepancies or issues requiring attention to management. 

Limitations of Authority 

• No authority to approve purchasing or expenditure. 
• No authority to appoint, manage, or dismiss staff or contractors. 
• All non-routine matters to be escalated to the Front Office Supervisor or Front Office Manager. 

  
Occupational Health & Safety 

• To understand UniLodge's responsibilities in relation to Workplace Health & Safety and to ensure compliance with all Federal, State, and other relevant legislation. 
• Always abide by UniLodge Occupational Health and Safety regulations. 

  
Policies and Procedures 

• Work ethically and be mindful of any actions which could be detrimental to the Essence Serviced Apartments and UniLodge brand. 
• Assist in contributing ideas and suggestions to improve profitability, service levels, and operational procedures by embracing a culture of continuous improvement.
• Put improvement ideas in writing and submit them to the Front Office Manager and raise them during staff meetings or in person if urgent.
• Proactively advise management of any issues that may negatively impact the organisation. 
• Willingly perform any reasonable duties as requested by management or Head Office in a timely manner. 

The Ideal Candidate
You’re reliable, engaging, and energised by dynamic environments. You bring:

• A warm, bubbly personality and excellent communication skills
• Strong administrative capabilities and solid computer proficiency
• A calm, organised approach during busy periods
• Experience in hotels, conferencing, or administration (preferred), with a genuine passion for service being essential
• Excellent organisation and time-management skills
• Confidence in problem-solving and thinking on your feet
• A high standard of personal grooming and professional presentation
• Experience with RMS or similar property management systems (highly regarded)

Shift Details (subject to change)

• Rotating roster across Monday to Sunday
• Shifts scheduled between 7:00am and 10:00pm
• Immediate start availablle

Mandatory Requirements

• Unrestricted working rights in Australia
• National Police Check completed within the last 3 months, or willingness to obtain one
• Valid Driver’s Licence

This is a part-time position offering 30 hours per week, and regular weekend availability is essential.
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Join The Team
As part of the UniLodge family, you’ll enjoy a range of benefits and rewards designed to support your growth and wellbeing:

• Access to professional development, leadership, and wellbeing programs.
• Online learning, webinars, and face-to-face training.
• Two weeks paid parental leave
• Study leave
• Employee Milestone Rewards
• On the Spot Award, Monthly Sales Bonus, Quarterly Awards, Annual Awards
• Team Member Accommodation Discounts
• Employee referral payment
• Parental Leave Return Bonus

If have a passion for delivering excellent customer service with a smile, click ‘Apply’ to submit your Cover Letter and Resume.

If you would like to learn more about working for us or what we do, we encourage you to visit
https://www.essencehotelsandapartments.com.au/ or follow us on LinkedIn

Our organisation is proud to be an equal opportunity employer. We embrace diversity and are dedicated to fostering an inclusive environment where every individual’s unique experiences and contributions are valued. If you’re interested in joining us, we welcome your application.

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