Guest Service Officer - Full Time (Melbourne)

Join the Citadines on Bourke Melbourne Crew Citadines is a leading hospitality brand offering modern, flexible accommodation in the heart of the world’s most vibrant cities. Designed for curious and dynamic travellers, we strike the perfect balance between work and leisure — blending exceptional service with local cultural experiences that bring the city to life. At Citadines, we’re more than just a place to stay — we’re your connection to the energy, creativity, and community of the neighbourhood. From hidden art galleries to in-residence coffee tastings with local baristas, every stay is a gateway to discovery. Citadines on Bourke Melbourne, located in the heart of Melbourne’s city centre, is seeking an enthusiastic, experienced, and dedicated person to join the Front Office team as a Guest Service Officer. The successful candidate will be part of a tight-knit, supportive team. In this role you will be responsible for:
- Delivering exceptional guest experiences through warm welcomes, effective check-in/check-out processes, and personalised service in line with Ascott standards.
- Managing front desk operations including room allocations, reservations, guest requests, and ensuring accurate handling of transactions, cash, and documentation.
- Coordinating with internal departments (Housekeeping, Maintenance, etc.) to ensure room readiness, guest satisfaction, and seamless service delivery.
- Handling guest enquiries, feedback, and complaints professionally, taking initiative to resolve issues and escalate where required.
- Maintaining operational excellence by completing audits, shift handovers, reports, and ensuring compliance with company policies, safety standards, and procedures. To be successful in this role you must have:
- Strong customer service and communication skills, with the ability to build rapport and deliver a friendly, professional experience across all touchpoints.
- Excellent organisational skills and attention to detail, with the ability to manage multiple tasks, bookings, and administrative duties accurately.
- A proactive and solutions-focused mindset, with the ability to think critically and handle guest concerns effectively.
- Good knowledge of hotel operations, systems, and upselling techniques, with the confidence to promote services and maximise revenue opportunities.
- A high level of professionalism, integrity, and presentation, with adherence to grooming standards, company policies, and workplace safety requirements. In return, you will get:
- An Extra 3 Days Off just for life’s big moments – Our Immediate Family Event Leave is yours on top of your annual leave!
- Celebrate Your Loyalty – $500 at 5 years, $1,000 at 10 years (and it keeps going!)
- Global Travel Perks – Enjoy up to 50% off at 900+ hotels worldwide
- Wellbeing Support – 24/7 access to our Employee Assistance Program (EAP)
- Grow With Us – Leadership training and a pathway to become a future GM About Us: The Ascott Limited (Ascott) is a member of CapitaLand Investment (CLI), headquartered and listed in Singapore. Ascott has become one of the leading international lodging owner-operators, with more than 900 properties in over 200 cities spanning more than 40 countries across Asia Pacific, Central Asia, Europe, the Middle East, Africa and the United States. The company’s serviced apartment, coliving, and hotel brands in Australia include Citadines, lyf, Oakwood and Quest. Be part of Ascott Australia’s bold journey to grow from 8 to 30 hotels by 2030. We strongly encourage you to apply if you meet the above criteria and are passionate about customer service and the hospitality industry. Apply on Kit Job: kitjobau.com/job/3rh9ot