Front Office All Rounder

Accor Apartments & Realty; Sydney; On-site; AUD 52,000 - 66,000; Full time

Job summary

Accor Apartments & Realty is seeking a Front Office All Rounder to support guests from inquiry to checkout. You will manage reservations, answer inquiries, and assist with modifications while offering upgrades to enhance their stay.

Ideal candidates bring strong customer service, hospitality exposure, and comfort with reservation systems. A flexible rotating schedule, including evenings and weekends, is expected.

Qualifications

• Demonstrated customer service focus and strong communication skills.
• Previous hospitality experience is preferred.
• Familiarity with reservation and property management systems is a plus.
• Ability to handle payments accurately and securely.
• Calm under pressure and a problem-solving mindset.

Responsibilities

• Manage reservations via phone, email, and online platforms with accurate information on availability and rates.
• Serve as first point of contact for inquiries, modifications, and cancellations.
• Allocate rooms based on guest preferences and business needs.
• Process payments accurately and securely.
• Suggest upgrades and additional amenities to enhance guest stays.
• Maintain accurate reservation records for smooth check-ins/check-outs.
• Assist with guest complaints and turn issues into positive experiences.

Skills

Customer service

Excellent communication

Hospitality experience

Reservation support

Team player

Flexible schedule

Tools

Property Management System / PMS

Job description

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