Guest Services Officer - Communication Centre

Job description

Hyatt Centric Melbourne:

Hyatt Centric Melbourne is Australia's first Centric hotel, situated in the bustling Melbourne CBD. Offering the perfect location to discover Melbourne's hidden treasures, local attractions, and vibrant music scene.

Featuring 277 luxurious rooms, as well as an indoor pool and gym, the Hyatt Centric Melbourne is a hotel that truly encapsulates the essence of the city. Langlands Restaurant & Bar, serves delicious local cuisine and offers stunning 180-degree views of the city from the hotels top floor.

Our mission is to connect our guests to Melbourne's vibrant energy, encouraging exploration and adventure throughout your stay. The thoughtfully designed Hyatt Centric will ensure that you never miss a moment of the lively Melbourne experience.

You are here. Now go anywhere

We are searching for a Guest Services Officer – Communications Officer who can bring the Hyatt Centric story to life through:

· Take ownership of guest feedback and preferences, acting as a primary point of contact and escalating issues when required to ensure seamless and timely resolution.
· Coordinate and deliver welcome amenities and support the creation of memorable arrival experiences that reflect the Hyatt Centric brand.
· Manage all incoming guest calls, assisting with Reservations, Transportation, Restaurant bookings, In Room Dining requests, and general hotel enquiries.
· Respond promptly and professionally to guest, agent, and stakeholder emails, providing accurate information on hotel events, promotions, and services.
· Review incoming reservations for return guests, payment details, chargebacks, and special occasions to ensure accuracy and personalised service.
· Assist the Front Desk and Bell teams with guest requests, ensuring every stay is smooth, personalised, and memorable.
· Actively promote the hotel's restaurants, services, and experiences to enhance guest engagement and drive revenue.
· Share your knowledge of Melbourne's attractions, laneways, restaurants, bars, and cultural highlights to enrich the guest experience.
· Accurately record, securely store, and dispatch all lost items in accordance with hotel policy and brand standards.
· Engage guests in meaningful conversations to promote the World of Hyatt loyalty program, highlighting key benefits and encouraging enrolment to strengthen guest loyalty.
· Be available to assist during emergency situations, following hotel procedures to ensure guest and team safety

Desired profile

Qualifications :

About you:

·  A confident communicator with a passion for Melbourne's culture, food, art, and community.
·  Someone who thrives in a fast-paced, guest-focused environment with a strong ability to multi-task.
·  A proactive, resourceful individual who loves creating memorable guest moments.
·  Experience in guest services, communications, hospitality, or a similar customer-facing role.
·  A team player who leads by example and inspires others through knowledge and enthusiasm.
·  The flexibility to work on a rotating 24/7 roster, including weekends and public holidays
·  Responsible Service of Alcohol (RSA) Certificate

Culture Statement:

We Are Team Centric!

Team Centric brings together all departments with a “got your back” attitude.

We embrace flexibility and enable adaptability both inside and outside our role and job descriptions.

We encourage each other to be our authentic selves and to create meaningful, personalised experiences for our colleagues and guests.

Each team member plays a vital role in fostering a sense of belonging and purpose at work.

Collaborating together, we promote growth and spark innovation, using our pride to strive toward collective goals and fuelling our passion for what we do.

Our team respects each other's uniqueness, ensuring everyone feels safe, valued, and included.

Hyatt Centric employees enjoy, but are not limited to;

· Complimentary and discounted accommodation at Hyatt Hotels worldwide for you and your family.

· Work attire laundering services available for your convenience

· Complimentary use of Hotel Gym & 25m Heated Pool

· Complimentary barista coffee daily

· Discounted dining in Langlands' Restaurant and Bar

· Investment in your career development through training, opportunities and mentorship

How to apply

Click APPLY or contact Cleo via cleo.lammardo@hyatt.com for a confidential discussion and to learn more.

Our values of Empathy, Wellbeing, Experimentation, Inclusion, Integrity and Respect are at the core of what we do. Our family atmosphere is what keeps our associates highly engaged. To get a peek of how our colleagues experience the brand, check out #InAHyattWorld or #WorldofHyatt