Guest Service Agent

Novotel; Melbourne; On-site; AUD 48,000 - 64,000; Full time

Benefits offered by this job

Free on-site car park

Employee benefit card (Accor)

Learning programs

Growth opportunities

ESG/CSR initiatives

Job summary

Novotel Melbourne Preston is seeking a friendly front desk professional to welcome guests, handle check-in/check-out, and provide service excellence across our hotel and event spaces in Preston. You will sell facilities, manage reservations, and maintain guest accounts with attention to detail.

If you thrive in a busy, customer-focused environment, have energy and a positive attitude, and enjoy upselling local tours and experiences, we want to hear from you.

Qualifications

• Previous experience in a hotel or customer service role is ideal.
• Natural communicator with a positive attitude and passion for guest experiences.
• Ability to multitask, stay calm under pressure and solve problems on the spot.
• Proactive sales mindset with confidence to upsell and cross-sell.
• Commitment to delivering service excellence and going the extra mile.
• Full Australian work rights.

Responsibilities

• Welcome guests and manage check-in and check-out with service excellence.
• Sell hotel facilities, take reservations and maintain guest accounts.
• Recommend and sell local tours and experiences to guests.
• Handle guest inquiries and resolve issues promptly to ensure satisfaction.
• Maintain a positive, energy-filled environment and multitask as needed.

Skills

Customer service

Communication

Upselling

Multitasking

Problem-solving

Positive attitude

Job description

Located in Melbourne’s vibrant inner-north, we are a leading conference venue and leisure destination offering contemporary accommodation, stylish dining, and versatile event spaces in the heart of Preston. With 383 guest rooms, 13 conference and event venues, and two on-site dining outlets, our property caters to both corporate and leisure clients.

Easily accessible via the 86 tram and Mernda train line - both within walking distance - and with over 400 on-site parking spaces, our property is ideally positioned. We pride ourselves on delivering professional service, memorable experiences, and flexible solutions to meet the evolving needs of our diverse clientele.

Company Description

Located in Melbourne’s vibrant inner-north, we are a leading conference venue and leisure destination offering contemporary accommodation, stylish dining, and versatile event spaces in the heart of Preston. With 383 guest rooms, 13 conference and event venues, and two on-site dining outlets, our property caters to both corporate and leisure clients.

Easily accessible via the 86 tram and Mernda train line - both within walking distance - and with over 400 on-site parking spaces, our property is ideally positioned. We pride ourselves on delivering professional service, memorable experiences, and flexible solutions to meet the evolving needs of our diverse clientele.

Job Description

Often the first point of contact for our guests, your strong communication skills will shine through in this role by delivering service excellence from check in to check out and everywhere in between. A wide variety of tasks will ensure that every day is different from selling the hotel’s facilities, taking reservations and maintaining guest accounts to recommending and selling tours to local attractions.

You may have previous experience in a similar role, or you may be a customer service superstar in a different industry, either way we would love to hear from you.

There are a few things that will make you shine in this role, having energy and a positive attitude, a genuine customer service focus and a dedication to always making our guest’s smile during their stay. We are seeking someone who goes the extra mile to provide a memorable guest experience with the ability to multitask, work under pressure and think on your feet to quickly resolve issues.

Qualifications

• Previous experience in a hotel or customer service role is ideal.
• A natural communicator with a positive attitude and genuine passion for creating exceptional guest experiences.
• Ability to multitask, work under pressure, and problem-solve in the moment.
• A proactive approach to sales, with the confidence to up-sell and cross-sell.
• Dedicated to delivering service excellence and going the extra mile.
• Full Australian work rights.

Additional Information

What we offer

• Free on-site car park
• Employee benefit card offering discounted rates at Accor hotels worldwide.
• Develop your talent through Accor’s learning programs.
• Opportunity to grow within your property and across the world!
• Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Any opportunity within our community to adapt and develop our processes to embrace others is encouraged.

"Why work for Accor?"

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS