Guest Service Agent

Pullman Hotels & Resorts; Cairns Regional; On-site; AUD 52,000 - 64,000; Full time

Benefits offered by this job

Hotel discounts

Training platform access

Recognition of service anniversaries

Job summary

Pullman Cairns International, part of the Accor global network, is seeking a Guest Service Agent to welcome guests and deliver exceptional care from arrival to departure. You will handle check‑ins, check‑outs and guest inquiries with warmth and professionalism.

In a fast‑paced, guest‑driven environment, you will anticipate needs, provide local information and collaborate with Front Office and other departments to ensure seamless stays. Weekend and overnight shifts may be required.

Qualifications

• Passion for hospitality and creating positive guest experiences.

Responsibilities

• Welcoming guests with warmth and personalised service from arrival through departure.
• Managing check-ins, check-outs and guest enquiries with professionalism.
• Anticipating guest needs and creating memorable experiences through thoughtful service.
• Responding to guest requests and resolving concerns promptly.
• Providing information about hotel facilities and local attractions.
• Collaborating with Front Office and other departments for seamless guest experiences.
• Maintaining accurate guest information and following hotel procedures and brand standards.

Skills

Guest service

Communication

Calm under pressure

Team player

Tools

Opera Cloud

Job description

Company Description

Located in the heart of Cairns, Pullman Cairns International is a five-star hotel where exceptional service, genuine hospitality and memorable guest experiences come together. With elegant accommodation, premium dining experiences and versatile event spaces, we welcome guests from around the world who are looking to experience the best of Tropical North Queensland.

Our Front Office team plays a key role in creating meaningful connections and ensuring every guest feels welcomed, valued and well cared for from arrival through to departure.

As part of the global Accor network, this is an opportunity to develop your hospitality career within a supportive and professional environment, surrounded by a team that values service excellence, teamwork and a passion for creating unforgettable stays.

Job Description

As a Guest Service Agent, you will be the face of Pullman Cairns International, creating welcoming first impressions and ensuring every guest receives exceptional care throughout their stay.

You will play an important role in delivering smooth arrivals, personalised service and memorable departures while working closely with the wider hotel team to exceed guest expectations.

What You’ll Be Doing

• Welcoming guests with genuine warmth and providing personalised service from arrival through to departure.
• Managing check-ins, check-outs and guest enquiries with professionalism and confidence.
• Anticipating guest needs and creating memorable experiences through thoughtful service.
• Responding to guest requests and resolving concerns in a timely and positive manner.
• Providing information about hotel facilities, local attractions and services.
• Working collaboratively with Front Office and other departments to ensure seamless guest experiences.
• Maintaining accurate guest information and following hotel procedures and brand standards.

Qualifications

We are looking for someone who is passionate about hospitality and enjoys creating positive experiences for others.

You Will Bring

• A warm, friendly and professional approach with a genuine passion for guest service.
• Strong communication and interpersonal skills.
• The ability to remain calm, organised and solutions-focused in a fast-paced environment.
• A positive attitude and willingness to work collaboratively as part of a team.
• Confidence using technology and hotel systems, with Opera Cloud experience highly regarded.
• Flexibility to work a rotating roster, including weekends, public holidays and overnight shifts.
• Previous Front Office or hospitality experience is highly regarded, however we welcome applicants with the right attitude and willingness to learn.

Additional Information

Why work for Accor?

Accor is one of the largest global hospitality businesses, with over 5400 Hotels across 110+ countries, the career development opportunities are endless.

Benefits Your Way

• Access to global accommodation and F&B discounts
• #LearnYourWay with a sophisticated modern training platform, which offers a constantly expanding database of free, industry focused training.
• Recognition of service anniversaries and Accor Tenure Milestones.

Our Commitment to Diversity & Inclusion.

• We are an inclusive employer, and our ambition is to attract, recruit, and develop diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you are most welcome to let us know.