Guest Service Agent

Accor Apartments & Realty; Melbourne; On-site; AUD 45,000 - 60,000; Full time

Job summary

Accor Apartments & Realty is seeking a Guest Service Agent to warmly welcome guests and manage check-in through check-out, ensuring exceptional hospitality and memorable experiences.

You will promote amenities, assist guests with reservations, and share local tips, while collaborating with staff to deliver seamless service across shifts including nights and weekends.

Qualifications

• Experience at hotel front desk is a valuable asset.
• Proven ability to exceed customer service expectations.
• Strong collaboration with colleagues and teams.
• Ability to multitask and stay organized under pressure.
• Excellent written and verbal communication skills.

Responsibilities

• Roll out the red carpet of hospitality from check-in to check-out.
• Confidant in communicating with guests and colleagues for cohesive collaboration.
• Resolve challenges with guests and turn dilemmas into success stories.
• Promote hotel amenities and services with knowledge of offerings.
• Be the local expert, sharing neighbourhood insights and tips.
• Handle reservations and guest accounts accurately.

Skills

Front Desk Experience

Team Collaboration

Time Management

Communication Skills

Shift Flexibility

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