Guest Experience Agent

Accor Apartments & Realty; Brisbane; On-site; AUD 42,000 - 56,000; Full time

Job summary

Accor Apartments & Realty in Brisbane seeks a Guest Experience Agent to warmly welcome guests from check-in to checkout, delivering exceptional hospitality and memorable experiences.

You will assist guests, promote hotel amenities, share local hotspots, and manage reservations, with a flexible rotating schedule including nights and weekends.

Qualifications

• Strong customer service mindset and hospitality focus.
• Ability to multi-task and work under pressure.
• Excellent written and verbal communication.
• Flexible to rotate shifts including nights, weekends, and holidays.
• Experience in hotel front desk is advantageous.

Responsibilities

• Provide VIP guest service from check-in to checkout.
• Communicate effectively with guests and colleagues.
• Resolve guest issues with a positive approach.
• Promote hotel amenities and services.
• Share local knowledge of neighbourhood hotspots.
• Accurately handle reservations and guest accounts.

Skills

Guest service excellence

Team collaboration

Multitasking under pressure

Communication skills

Front desk experience

Flexible schedule

Job description

Purpose

As a Guest Experience Agent, you will play a pivotal role as the friendly face and warm welcome that sets the tone for our guests' entire stay. Your responsibilities span from the moment they check in to the time they check out, ensuring that you are at the forefront of delivering exceptional hospitality and creating memorable experiences for our valued guests.

Primary Responsibilities

• Roll out the red carpet of hospitality, ensuring every guest feels like a VIP from check-in to check-out
• Confidant in communicating with guests and colleagues to ensure cohesive collaboration
• Conquer challenges alongside guests, transforming dilemmas into success stories
• Promote hotel amenities and services by having a deep understanding of products and offerings
• Be the local legend, sharing information on neighbourhood hotspots and must-visit gems from your treasure trove of knowledge
• Display proficiency in accurately handling reservations and managing guest accounts

Skills and Experience

• Innovative approach to exceeding customer service expectations
• Skilled at collaborating within teams, as well as working independently
• Proven ability to multi task and thrive under pressure, supported by strong organisational and time management skills
• Proficiency in both written and verbal communication
• Previous experience in hotel front desk operations is a valuable asset
• Capable of embracing a flexible rotating schedule, including nights, overnights, weekends, and public holidays