Escapes Concierge & Guest Services Agent

About the role

We are seeking a confident, proactive problem solver who thinks outside the box, takes ownership, communicates respectfully, works with urgency and is a genuine team player. This role plays a critical part in ensuring operational excellence and an exceptional guest experience across our luxury short-stay apartments, supporting the Manager with the smooth day-to-day running of the properties. The role combines guest service and administration with a hands-on approach to property operations, including responding to guest enquiries, coordinating cleaners and contractors, conducting property inspections, assisting with apartment preparation and ensuring each property is clean, well-presented and guest-ready. You will take pride in maintaining our high standards and ensuring guests receive a seamless and professional experience from arrival to departure.

Key responsibilities

• Attend daily Escapes team meetings to structure the day

• Respond to guest enquiries and requests promptly, professionally and with a high level of attention to detail

• Manage reservations and ensure guests are checked in and checked out correctly, with all relevant correspondence issued in a timely manner

• Manage booking platform and AI enquiries and responses

• Follow up outstanding guest documentation and payments

• Conduct hands-on property inspections to ensure apartments are clean, well-presented, fully equipped and ready for guest arrivals

• Coordinate clear and effective communication with cleaners, contractors and relevant departments to ensure tasks are completed efficiently and to a high standard

• Assist with property preparation and address any issues or maintenance requirements prior to guest check-in

• Proactively identify opportunities to improve the guest experience and property presentation

• Participate in rotating after hours on call roster

About you

• Current drivers licence and reliable vehicle

• Previous experience in holiday rentals or accommodation (preferred)

• Strong computer literacy and confidence with software systems

• Excellent written and verbal communication skills

• Strong time management

• A customer focused mindset with a passion for delivering great guest experiences

• Experienced hospitality, accommodation or guest services professional

• Highly organised, proactive and solutions-focused, with the ability to multitask and remain calm under pressure

About us

At Belle Property Glenelg, our team is guided by five core values:

Honest – we have genuine conversations

Optimistic – we are positive and energetic

United – we play as one team

Supportive – we care, show respect and celebrate

Excellence – we take responsibility and we succeed