Guest Experience Lead: Front Desk & Reservations

Accor Apartments & Realty; Sydney; On-site; AUD 65,000 - 85,000; Full time

Job summary

Accor Apartments & Realty in Sydney seeks a Front Office All Rounder to guide guests from inquiry to checkout. You will manage reservations, advise on availability and rates, and suggest upgrades to enhance the guest experience.

You will handle payments, allocate rooms, respond to inquiries, and coordinate smooth check-ins and check-outs while maintaining accurate records. Flexibility to work evenings, weekends, and holidays is required to deliver outstanding hospitality.

Qualifications

• Customer service-oriented with exceptional communication skills.
• Experience in hospitality front desk is preferred.
• Proficiency with reservations or property management systems is a plus.

Responsibilities

• Manage reservations via phone, email, and online platforms with accurate information on availability and rates.
• Be the first point of contact for guests, addressing inquiries and assisting with modifications/cancellations.
• Allocate rooms based on guest preferences and business needs for a comfortable stay.
• Process payments securely and verify billing details for accuracy.
• Suggest upgrades and special amenities to enhance guest experience.
• Maintain meticulous reservation records for smooth check-ins/check-outs.
• Assist in resolving guest complaints and convert challenges into opportunities.

Skills

Customer service

Communication skills

Hospitality experience

Reservation systems

Problem-solving

Teamwork

Flexible schedule

Tools

Reservation / Property Management Systems

Job description

Accor Apartments & Realty in Sydney seeks a Front Office All Rounder to guide guests from inquiry to checkout. You will manage reservations, advise on availability and rates, and suggest upgrades to enhance the guest experience.

You will handle payments, allocate rooms, respond to inquiries, and coordinate smooth check-ins and check-outs while maintaining accurate records. Flexibility to work evenings, weekends, and holidays is required to deliver outstanding hospitality.