Guest Service Agent

Mercure Hotels; City of Brisbane; On-site; AUD 48,000 - 58,000; Full time

Benefits offered by this job

Career development opportunities

Accor employee discounts

Ongoing training and development

Job summary

Mercure Brisbane Spring Hill is seeking a Guest Service Agent to be at the heart of our guests’ experiences, delivering warm, memorable stays from the moment they arrive. You will help create welcoming first impressions and ensure comfort throughout their visit.

In this Front Office role you’ll handle check-ins and check-outs, manage guest accounts and preferences, work closely with Housekeeping and other departments, and share local knowledge to enhance stays.

Qualifications

• Experience in a hotel or customer-facing hospitality role.
• Passion for guest service and a friendly approach.
• Strong communication and interpersonal skills.
• Attention to detail, organization and problem-solving.
• Experience with Opera/Opera Cloud and Microsoft Office is advantageous.

Responsibilities

• Deliver warm, personalised guest service during check-ins/check-outs and queries.
• Manage guest accounts and record preferences.
• Coordinate with Housekeeping and other departments for seamless service.
• Assist concierge with local knowledge and recommendations.
• Maintain a professional Front Office environment and participate in training.

Skills

Guest service

Communication

Teamwork

Tools

Opera Cloud

Microsoft Office

Job description

About the Mercure brand

Mercure Hotels offer so much more than a place to find comfort and sleep – they are a portal to discovery, a springboard to exploration. Since its founding in 1973, Mercure has made it its mission to enlighten guests to the treasures of the location they are in. The network prides itself on offering high-quality standards with a true take on locality. From the moment guests arrive - in one of our 950+ Hotels across 60+ countries – they are instantly immersed in a locally inspired atmosphere. Everything from the decorative design to a passion for local food and beverage discoveries is rooted in the unique features of each destination.

Company Description

Mercure Hotels offer so much more than a place to find comfort and sleep – they are a portal to discovery, a springboard to exploration. Since its founding in 1973, Mercure has made it its mission to enlighten guests to the treasures of the location they are in. The network prides itself on offering high-quality standards with a true take on locality. From the moment guests arrive - in one of our 950+ Hotels across 60+ countries – they are instantly immersed in a locally inspired atmosphere. Everything from the decorative design to a passion for local food and beverage discoveries is rooted in the unique features of each destination.

About Mercure Brisbane Spring Hill

The Mercure Brisbane Spring Hill is located on the central city fringe, just minutes from the CBD, Brisbane River, Suncorp Stadium and public transport. Overlooking the city skyline and Roma St Parklands, the Hotel features 179 spacious guest rooms with generous open-aired balconies, modern amenities, an outdoor swimming pool, fitness room, and an alfresco-style restaurant and bar.

Job Description

As a Guest Service Agent at Mercure Brisbane Spring Hill, you’ll be at the heart of our guests’ experience, creating warm, memorable and welcoming stays from the moment they arrive. This is a fantastic opportunity to join a supportive and passionate Front Office team during an exciting time for the hotel as we continue to grow, evolve and deliver exceptional experiences to our guests. Working as part of our Front Office team, your key responsibilities will include:

• Delivering exceptional and personalised guest service, from warm welcomes and efficient check-ins and check-outs to responding to queries and requests.
• Managing guest accounts, processing payments and ensuring guest preferences and special requirements are accurately recorded.
• Working closely with Housekeeping and other hotel departments to ensure guest requests are actioned promptly and seamlessly.
• Assisting with concierge services by sharing your local knowledge and providing recommendations to help guests make the most of their stay.
• Maintaining a professional, organised and welcoming Front Office environment while following hotel standards, policies and procedures.
• Participating in training and development opportunities while contributing to a positive, collaborative team culture.

Qualifications

What We’re Looking For

The Successful Candidate Will Be a Warm, Enthusiastic And Guest-focused Hospitality Professional Who Enjoys Creating Memorable Experiences And Being Part Of a Great Team. You’ll Bring

• Previous experience in a hotel or customer-facing hospitality role, with Front Office experience highly regarded.
• A genuine passion for guest service, with a friendly and confident approach to connecting with people from all backgrounds.
• Strong communication and interpersonal skills, with the ability to remain calm, professional and positive in a fast-paced environment.
• Excellent attention to detail, organisation and problem-solving skills, with the ability to confidently manage multiple priorities.
• Experience with Opera/Opera Cloud and Microsoft Office is advantageous, however full training will be provided to the right candidate.
• A proactive and collaborative approach, with a willingness to support your colleagues and contribute to a positive team culture.
• Flexible availability to work a rotating roster, including mornings, evenings, weekends and public holidays.
• A reliable, professional and positive attitude, with a genuine desire to grow your career in hospitality.

Additional Information

This is an exciting opportunity to join Mercure Brisbane Spring Hill at a time of continued growth and development. You’ll become part of a welcoming, supportive and passionate team where your contribution is valued and there are genuine opportunities to learn, grow and build your hospitality career.

Why Join Us?

As part of Accor, you’ll also have access to a range of fantastic benefits, including:

• Career development opportunities across Accor’s extensive network of hotels in Australia and internationally.
• Accor employee benefits and discounts, including worldwide accommodation and food & beverage discounts.
• Ongoing training and development to support your skills, confidence and career progression.
• The opportunity to work alongside a diverse, friendly and collaborative team.
• A workplace where we celebrate our people, recognise great performance and create opportunities to get involved beyond your day-to-day role.