Guest Service Agent

Accor Apartments & Realty; Port Macquarie; On-site; AUD 45,000 - 52,000; Full time

Job summary

Accor Apartments & Realty in Port Macquarie is seeking a Guest Service Agent to warmly welcome guests from check-in to check-out, delivering outstanding hospitality and memorable experiences that set the tone for every stay.

You will greet guests, manage reservations and guest accounts, promote hotel amenities, share local recommendations, and work with colleagues to ensure smooth operations across shifts, including nights and weekends.

Qualifications

• Experience at hotel front desk is a valuable asset.
• Strong customer service mindset and initiative.
• Ability to work both in teams and independently.
• Proven multitasking and time-management under pressure.
• Excellent written and verbal communication skills.
• Willing to cover nights, overnights, weekends and holidays.

Responsibilities

• Greet guests and provide a warm welcome from check-in to check-out.
• Coordinate with guests and colleagues to ensure cohesive service.
• Resolve guest issues, turning challenges into positive outcomes.
• Promote hotel amenities and services with knowledge of offerings.
• Share local information on neighbourhood hotspots and attractions.
• Accurately handle reservations and manage guest accounts.

Skills

Front desk experience

Customer service

Team collaboration

Multitasking under pressure

Written and verbal communication

Flexible shifts

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