Guest Service Agent

Accor; Gold Coast City; On-site; AUD 52,000 - 64,000; Full time

Benefits offered by this job

ALL Heartist Membership - Discounts on

Family & Friends Discounts - Accor

ALL Loyalty Program - Earn status

Learn Your Way - Training platforms

Build Your Network - Hospitality peers

Worldwide Opportunities - Global roles

Job summary

Mantra Crown Towers by Accor on the Gold Coast seeks a Guest Service Agent to warmly welcome guests from check-in to check-out, delivering exceptional hospitality.

You will confidently communicate with guests, promote hotel services, and share local recommendations while managing reservations and guest accounts. A frontline hospitality role with opportunities to grow within the Accor network.

Qualifications

• Front desk experience is a valuable asset.
• Innovative approach to exceeding customer service expectations.
• Able to collaborate within teams and work independently.
• Proven ability to multitask and perform under pressure with strong organization and time management.
• Proficient in written and verbal communication.

Responsibilities

• Roll out the red carpet of hospitality from check-in to check-out for every guest.
• Communicate clearly with guests and colleagues to ensure cohesive service.
• Resolve guest issues and transform dilemmas into positive experiences.
• Promote hotel amenities and services with a deep understanding of offerings.
• Share information on local attractions and neighbourhood hotspots.
• Handle reservations and guest accounts accurately.

Skills

Front desk operations

Customer service

Team collaboration

Multitasking

Communication skills

Shift flexibility

Job description

Mantra Crown Towers is located in Surfers Paradise, the heart of Queensland’s Gold Coast region. Conveniently located a short walk from the light rail, the property consists of modern one, two and three bedroom apartments and is a drawcard for family holidaymakers with four pools, including waterslides and even a pirate ship on site! Have fun in your own free time by visiting the many shopping, dining, and entertainment options in Surfers Paradise or enjoy the fresh air, sea, and sand with the beach only 100m away from the hotel!

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.