Guest Experience Agent

Accor Apartments & Realty; Melbourne; On-site; AUD 50,000 - 70,000; Full time

Job summary

Accor Apartments & Realty in Melbourne is seeking a friendly Guest Experience Agent to welcomed guests from check-in to check-out, delivering warm hospitality and memorable stays. You will be the first and last point of contact, ensuring smooth arrivals, bookings, and a seamless guest journey.

You will collaborate with team members to promote hotel services, handle reservations accurately, and share local tips with guests. Flexibility for nights, weekends and public holidays is required.

Qualifications

• Innovative approach to exceeding customer service expectations.
• Collaborate within teams and work independently.
• Multi-task and stay organized under pressure.
• Proficient in written and verbal communication.
• Front desk/hospitality experience is advantageous.
• Willingness to work nights, weekends and holidays.

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 understanding products and offerings.
• Be the local legend, sharing information on neighbourhood hotspots and must-visit gems.
• Display proficiency in accurately handling reservations and managing guest accounts.

Skills

Customer-centric service

Team collaboration

Multitasking under pressure

Clear communication

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