Guest Service Agent

Mercure; Perth; On-site; AUD 34,000 - 44,000; Full time

Job summary

Mercure Perth seeks a friendly Guest Service Agent to warmly greet guests, manage seamless check-ins and check-outs, and provide local recommendations to elevate stays. You will handle payments and collaborate with departments to fulfill requests, ensuring top-tier service at the front desk in a fast-paced environment.

Ideal candidates have hospitality experience, strong English communication, and the ability to multitask while maintaining a professional presence and accuracy in cash handling.

Qualifications

• Customer service experience in hospitality.
• Excellent verbal and written communication in English.
• Proficiency with cash handling and POS systems.
• Ability to multitask and prioritise in a fast-paced environment.
• Strong problem-solving skills with a customer-focused approach.
• Professional presentation and demeanour.

Responsibilities

• Greet guests warmly and manage check-in/check-out smoothly.
• Handle guest inquiries and resolve issues professionally.
• Provide insider knowledge on local attractions and hotel services.
• Collaborate with departments to fulfil guest requests.
• Maintain a tidy front desk and accurate cashiering.
• Process payments and guest accounts with precision.

Skills

Customer service

Clear communication

Cash handling

Multitasking

Problem solving

Professional presence

Education

Hospitality certification or training

Tools

Opera PMS

POS systems

Job description

Job Description

We are seeking a friendly and professional Guest Service Agent to join our team at Mercure Perth. As the face of our hotel, you'll be the star of the show—making sure every guest leaves with a smile and unforgettable memories from check-in to check-out!

• Roll out the red carpet! Greet and welcome guests with genuine warmth and enthusiasm, setting an amazing tone for their stay
• Master the art of check-in and check-out—keeping things smooth, accurate, and hassle-free for our guests
• Be a problem-solving superhero by handling guest inquiries and resolving issues with a can-do attitude and professionalism
• Become a Perth expert! Share insider knowledge about hotel amenities, services, and local attractions that'll make guests' stays absolutely unforgettable
• Team up with other departments to make guest requests happen and keep everyone comfortable and happy
• Keep the front desk looking sharp and organized—your workspace, your pride
• Handle payments and guest accounts with precision and confidence
• Be the champion of our hotel's commitment to excellence in customer service and professionalism—you're the difference-maker!
• Thrive in the fast-paced action! Juggle multiple tasks and adapt on the fly with energy and enthusiasm
• Shine bright by spotlighting our amazing hotel facilities and finding creative ways to enhance each guest's experience through thoughtful recommendations
• Offer and deliver valet parking services for our guests who arrive with vehicles

Qualifications

**Required Qualifications:**

• Proven customer service experience in a hospitality or hotel environment
• Excellent verbal and written communication skills in English
• Proficiency in handling cash transactions and point-of-sale systems
• Ability to multitask and prioritise in a fast-paced environment
• Strong problem-solving skills with a customer-focused approach
• Professional presentation and demeanour

**Preferred Qualifications:**

• Previous experience with Opera (hotel property management system)
• Valid manual driving licence with valet parking experience
• Knowledge of Perth's local attractions and tourism offerings
• Hospitality or hotel management certification or training
• Experience in a front-office or guest-facing role
• Flexibility to work shifts, including evenings and weekends

Additional Information

Our commitment to Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.