Guest Service Agent

Accor; Douglas Shire; On-site; AUD 45,000 - 60,000; Full time

Benefits offered by this job

ALL Heartist Membership

Family & Friends Discounts

ALL Loyalty Program

Learn Your Way

Build Your Network

Worldwide Opportunities

Job summary

Accor operates Mantra Heritage, Inlet and Village in Port Douglas, offering a guest service role at the heart of our three-property heart. You will be the friendly face guiding guests from check-in to check-out, ensuring memorable stays with exceptional hospitality.

The role requires a proactive team player comfortable with a variety of shifts, including nights and holidays, to deliver personalised experiences and uphold Accor's service standards.

Qualifications

• Front desk experience in a hotel setting is preferred.
• Strong customer service orientation and problem solving.
• Ability to work both in a team and independently.
• Excellent organisational and time management skills under pressure.
• Excellent written and verbal communication; flexible with shifts including nights.

Responsibilities

• Greet and assist guests from check-in to check-out.
• Communicate effectively with guests and colleagues for seamless operations.
• Address guest issues and turn challenges into positive outcomes.
• Promote hotel amenities and services with in-depth product knowledge.
• Share local information on neighbourhood spots and attractions.
• Handle reservations and manage guest accounts accurately.

Skills

Front desk experience

Customer service

Team collaboration

Time management

Written and verbal communication

Job description

Mantra Heritage, Inlet and Village are three properties located in the heart of Port Douglas in Tropical North Queensland, one hour drive north of Cairns CBD. This power trio property offers stylish studios, one and two bedroom suites with saltwater lagoon pools, sundecks and lush tropical gardens. Spend your downtime snorkelling The Great Barrier Reef, the largest coral reef ecosystem on earth, enjoy the scenic sky rail through the heritage rainforest or simply relax and take a crocodile sightseeing cruise through the mangroves.

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

Accor Benefits

• ALL Heartist Membership - Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts - Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays
• Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network - With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities - We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.

Everyone has a story and we want to learn yours.