Guest Experience Agent - Front Desk & Concierge

Pullman; Cairns Regional; On-site; AUD 48,000 - 60,000; Full time

Benefits offered by this job

Access to global accommodation and F&B

LearnYourWay training platform

Recognition of service anniversaries

Job summary

Pullman Cairns International, part of Accor, is seeking a Guest Service Agent to welcome guests and deliver exceptional hospitality from arrival through departure. You will manage check-ins/check-outs, handle inquiries, and work closely with hotel teams to ensure smooth, personalised experiences across all touchpoints.

We value a warm, professional approach, strong communication, and the ability to stay calm under pressure in a busy environment.

Qualifications

• Guest service-focused with a warm, welcoming approach.
• Ability to communicate clearly and empathetically.
• Calm, organised, and solutions-focused in a fast-paced environment.
• Experience with hotel systems is a plus (Opera Cloud preferred).

Responsibilities

• Welcome guests with warmth from arrival to departure.
• Manage check-ins, check-outs and guest inquiries professionally.
• Anticipate guest needs and create memorable experiences.
• Respond to guest requests and resolve concerns promptly and positively.
• Provide information about facilities, local attractions and services.
• Collaborate with Front Office and other departments for seamless experiences.
• Maintain accurate guest information and follow hotel procedures and brand standards.

Skills

Guest service

Communication skills

Interpersonal skills

Calm under pressure

Team collaboration

Tech savvy

Flexible shifts

Tools

Opera Cloud

Job description

Pullman Cairns International, part of Accor, is seeking a Guest Service Agent to welcome guests and deliver exceptional hospitality from arrival through departure. You will manage check-ins/check-outs, handle inquiries, and work closely with hotel teams to ensure smooth, personalised experiences across all touchpoints.

We value a warm, professional approach, strong communication, and the ability to stay calm under pressure in a busy environment.