Guest Service Agent

Novotel; Saint Kilda Junction; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Accommodation discounts

Food & beverage discounts

Job summary

Novotel St. Kilda in Melbourne is seeking a friendly Front Office team member to join during a transformative chapter as the hotel evolves into a vibrant lifestyle destination.

Join a family-built ERDI Group with a global Accor connection, delivering exceptional guest service and contributing to elevated guest experiences across F&B and events while working a rotating roster including mornings, afternoons, and weekends.

Qualifications

• Experience in a similar Front Office role.
• Excellent written and verbal communication skills.
• Delivers a high level of customer service in a professional manner.
• Flexible availability to work mornings, afternoons, weekends on a rotating roster.
• Ability to quickly build rapport with guests and handle complaints.

Responsibilities

• Respond to guest requests promptly during check-in/out.
• Resolve guest complaints with a proactive approach.
• Handle credit and cash transactions and maintain accounting documentation.
• Promote and sell hotel promotions and facilities.
• Answer enquiries via phone or email.
• Maintain high level personal presentation.

Skills

Customer service

Communication skills

Time management

Organised

Multitasking

Flexible roster

Guest rapport

Tools

Opera

HOT SOS

Job description

An exciting opportunity now exists to joinNovotel St. Kildaduring a transformative new chapter as the hotel evolves into one of Melbourne’s most exciting lifestyle hospitality destinations.

As part of a privately owned hospitality group operating a successful collection of hotels and businesses across Australia, you will enjoy the unique advantage of working within a family-built culture with ERDI Group while also being connected to globally recognised hospitality brand through Accor.

Positioned in the heart of iconic St. Kilda, Novotel St. Kilda is being reimagined as a vibrant lifestyle hotel delivering elevated guest experiences through contemporary hospitality, dynamic Food & Beverage venues, and market-leading Conference & Events experiences.

About the role

We are looking for friendly team players to be a part of our Front Office team!

Responsibilities include but are not limited to:

• Providing exceptional customer service by responding to guests request promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintaining a proactive approach to complaint handling and being confident in resolving issues.
• Maintaining procedures in relation to credit and cash transactions and accounting documentation.
• Actively promote and sell special promotions or facilities available within the hotel.
• Answer all correspondence and enquiries either via the phone or email.
• High level personal presentation.

Skills & Qualifications

The successful candidate will have:

• Experience in a similar role.
• Excellent written and verbal communication skills.
• Delivers a high level of customer service in a professional manner.
• Experience with Opera or HOTSOS is preferred but not essential.
• Confidence in juggling multiple responsibilities and thrives in a fast-paced environment.
• The ability to quickly build rapport with guests and handle any potential complaints.
• Highly organised with excellent time management skills.
• Flexible availability to work on a rotating roster including mornings, afternoons, and weekends.
• Opportunity to be part of both Erdi – one of Australia's largest privately and independently owned Hotel groups – and Accor, a leading global hospitality company.
• Exceptionally generous accommodation discounts for you, your family and friends.
• Food and beverage discounts.
• We value passionate and energetic employees who love what they do.In return, we will provide you with a fun working environment in an amazing new hotel with a great team to learn from.Furthermore, we foster an environment that rewards and recognises you and provides you with the opportunity for career progression.

Only shortlisted candidates will be contacted.