Guest Service Agent

Accor; Hervey Bay; On-site; AUD 48,000 - 62,000; Full time

Benefits offered by this job

ALL Heartist Membership

Family & Friends Discounts

ALL Loyalty Program

Accor Academy training

Job summary

Mantra Hervey Bay is seeking a friendly Guest Service Agent to deliver a warm welcome and seamless hospitality from check-in to check-out. You will be the first point of contact, ensuring memorable experiences for guests while promoting hotel amenities and services.

The role requires strong communication, multitasking, and a passion for exceptional customer service, with the ability to work across shifts including nights and weekends.

Qualifications

• Experience in hotel front desk operations preferred.
• Proven ability to deliver exceptional customer service.
• Strong communication and interpersonal skills.
• Ability to multi-task and perform under pressure.

Responsibilities

• Welcome guests with warmth from check-in to check-out.
• Communicate with guests and colleagues to ensure smooth operations.
• Resolve guest issues and turn challenges into positive outcomes.
• Promote hotel amenities and services to guests.
• Share local knowledge about neighbourhood hotspots and attractions.
• Accurately handle reservations and manage guest accounts.

Skills

Front desk operations

Customer service

Teamwork

Multitasking

Communication

Job description

Mantra Hervey Bay located along the beautiful marina with spectacular ocean views of Southern Queensland’s coastline comprises of one, two, and three-bedroom apartments and heated lagoon-style outdoor pool complete with decked bridge and waterfall. In your downtime, explore around K'gari by 4WD, swimming in crystal clear shorelines or taking a sunset cruise to watch the migration of Australia’s Humpback Whales.

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.