Guest Service Agent

Accor Apartments & Realty; Gold Coast City; On-site; AUD 42,000 - 52,000; Full time

Job summary

Accor Apartments & Realty is seeking a Guest Service Agent to greet guests with a warm welcome and provide exceptional hospitality throughout their stay.

You will manage check-ins and check-outs, assist with reservations, and share local recommendations while ensuring smooth operation and guest satisfaction. The role requires multitasking, strong communication, and the ability to work varied shifts, including nights and weekends.

Qualifications

• Experience in hotel front desk operations is valuable
• Innovative approach to customer service
• Ability to work both in a team and independently
• Strong organisational and time-management skills
• Excellent written and verbal communication skills
• Willingness to work nights, weekends and public holidays

Responsibilities

• Roll out the red carpet of hospitality from check-in to check-out
• Confidant in communicating with guests and colleagues
• Resolve guest issues and turn dilemmas into positive outcomes
• Promote hotel amenities and services with strong product knowledge
• Share local information on neighbourhood hotspots and attractions
• Handle reservations and guest accounts accurately

Skills

Front desk operations

Team collaboration

Multitasking under pressure

Written & verbal communication

Night shifts availability

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