Guest Service Agent

Accor Apartments & Realty; Canberra; On-site; AUD 45,000 - 58,000; Full time

Job summary

Accor Apartments & Realty in Canberra welcomes a dedicated Guest Service Agent to be the friendly face of the property, greeting guests from check-in to check-out and ensuring memorable stays. You will handle reservations and guest accounts while promoting hotel amenities, sharing local insights, and delivering service with professionalism.

Strong communication and teamwork are essential, and the role supports nights, weekends, and holidays as required.

Qualifications

• Experience in hotel front desk operations is preferred.
• Strong organisational and time management skills.
• Excellent written and verbal communication.
• Willingness to work nights, weekends and public holidays.

Responsibilities

• Greet guests and manage check-in/check-out smoothly.
• Communicate clearly with guests and team for cohesive service.
• Resolve guest issues and turn challenges into positive experiences.
• Promote hotel amenities and services with product knowledge.
• Share local recommendations and information with guests.
• Accurately handle reservations and guest accounts.

Skills

Front desk operations

Customer service

Team collaboration

Multitasking

Communication

Job description

Purpose

As a Guest Service 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

• Previous experience in hotel front desk operations is a valuable asset
• 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
• Available to work a variety of shifts including nights, overnights, weekends, and public holidays as required