Front Office All Rounder

Mantra Group; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

ALL Heartist Membership

Family & Friends Discounts

ALL – Accor Live Limitless Loyalty

Learn Your Way training access

Global career opportunities

Job summary

Accor is seeking a Front Office All Rounder for a property in Sydney CBD. You will be the go-to guest liaison, handling reservations, inquiries, and check-ins with a focus on delivering memorable hospitality experiences.

Join a cosmopolitan hotel environment with opportunities to suggest upgrades and upsell experiences while maintaining high service standards and a flexible schedule including evenings and weekends.

Qualifications

• Customer-focused, exceptional communication, and a professional demeanor.
• Experience in hospitality or similar guest-facing roles preferred.
• Ability to operate reservation and property management systems with accuracy.

Responsibilities

• Manage reservations via phone, email, and online platforms with accurate availability and rates.
• Be the first point of contact for guests, handling inquiries, changes, and cancellations.
• Allocate rooms based on preferences and availability to ensure a comfortable stay.
• Process payments securely and verify billing details.
• Suggest upgrades and amenities to enhance guest experiences.
• Maintain accurate reservation records for smooth check-ins/check-outs.
• Address guest complaints proactively to turn challenges into positive outcomes.

Skills

Customer service

Communication

Reservation systems

Problem solving

Team player

Flexible schedule

Tools

Property management system

Reservation system

Job description

Mantra 2 Bond Street is centrally located in the Sydney CBD. Offering sophisticated cosmopolitan style rooms including executive studios, one and two bedroom apartments and a three-bedroom penthouse, most with stunning city views. When hunger strikes guests enjoy dining within Bar Allora, a modern Italian bar and restaurant in Sydney CBD, inspired by the face paced rhythm of Milan. With Sydney's famed attractions including the Opera House, Pitt Street Mall and Darling Harbour right on your doorstep, you will never find yourself asking what to do on your days off.

Purpose

As a Front Office All Rounder, you play a crucial role in assisting our hotel guests from their initial inquiry to check out. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. You bring a touch of excitement by suggesting enticing upgrades and are at the forefront delivering exceptional hospitality and ensuring our guests have a memorable stay.

Primary Responsibilities

• Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
• Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay
• Safely and securely handle payment transactions, verifying billing details for accuracy
• Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
• Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs
• Facilitate the resolution of guest complaints, transforming challenges into opportunities

Skills and Experience

• Customer service-oriented with exceptional communication skills
• Previous experience in a similar role in the hospitality industry is preferred
• Proficiency in using reservation and property management systems is a plus
• Problem-solving skills and the ability to remain calm under pressure
• Team player with a positive attitude and willingness to go the extra mile
• Capable of embracing a flexible rotating schedule that may include evenings, overnights, weekends, and public holidays

• ALL Heartist Membership -Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts-Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program-Earn status & reward points on your worldwide stays
• Learn Your Way-Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network-With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities-We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.