Guest Service Agent

Accor Apartments & Realty; Port Douglas; On-site; AUD 39,000 - 87,000; Full time

Benefits offered by this job

ALL Heartist Membership

Family & Friends Discounts

Accor Live Limitless (ALL)

Job summary

Mantra Portsea, part of Accor, in Port Douglas seeks a Guest Service Agent to warmly welcome guests and manage the front desk from check-in to check-out.

You will promote hotel amenities, assist with reservations, and share local recommendations while working a flexible schedule including nights and holidays.

Qualifications

• Experience in hotel front desk operations.
• Strong written and verbal communication.
• Ability to multitask and work under pressure.
• Flexibility to rotate shifts including nights and holidays.

Responsibilities

• Roll out the red carpet of hospitality from check-in to check-out.
• Communicate clearly with guests and colleagues to ensure cohesive service.
• Resolve guest issues with proactive problem solving.
• Promote hotel amenities and services with product knowledge.
• Share local recommendations for attractions and dining.
• Handle reservations and guest accounts accurately.

Skills

Customer service

Front desk operations

Communication

Teamwork

Multitasking

Hospitality

Flexible schedule

Job description

Posted Wednesday 19 August 2026 at 2:00 pm

Mantra Portsea is located in the heart of Port Douglas in Tropical North Queensland, one-hour drive north of Cairns CBD. The property comprises one, two, and three-bedroom apartments, lagoon style pool with pool bar and onsite breakfast room. Port Douglas offers amazing experiences for you to enjoy in your downtime. Snorkel alongside turtles at The Great Barrier Reef, ground yourself, breathing in the fresh air of the rainforests, and indulge in the history of Indigenous and Torres Strait Islander heritage.

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.

Base rate of $27.97ph from Monday - Friday! Saturday $34.96ph, Sunday $41.96ph and Public Holidays $62.93ph!

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

• 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
• Previous experience in hotel front desk operations is a valuable asset
• Capable of embracing a flexible rotating schedule, including nights, overnights, weekends, and public holidays
• 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.