Guest Service Agent

Mantra Group; Tweed Heads; On-site; AUD 50,000 - 60,000; Full time

Benefits offered by this job

ALL Heartist Membership

Family & Friends Discounts

Accor Live Limitless (ALL) Loyalty

Learn Your Way – Accor Academy

Build Your Network

Worldwide Opportunities

Inclusive culture

Job summary

Mantra & The Sebel Twin Towns Hotel & Apartments on the Gold Coast border is seeking a Guest Service Agent to warmly welcome guests from check-in to checkout, ensuring exceptional hospitality and memorable experiences.

You will promote hotel amenities, assist with reservations, share local tips, and manage guest accounts while working a variety of shifts including nights and public holidays. Accor programs help you grow professionally.

Qualifications

• Front desk experience at a hotel is valuable.
• Strong customer service mindset and problem solving.
• Able to work well in teams or independently.
• Excellent time management and ability to multitask.
• Fluent written and spoken communication.
• Willing to work nights, weekends and public holidays.

Responsibilities

• Roll out hospitality from check-in to check-out.
• Communicate with guests and colleagues for cohesive service.
• Resolve guest issues and turn challenges into positives.
• Promote hotel amenities and services with product knowledge.
• Share local tips and neighbourhood highlights.
• Handle reservations and guest accounts accurately.

Skills

Front desk experience

Customer service excellence

Team collaboration

Time management

Written and verbal communication

Shift work flexibility

Job description

Mantra & The Sebel Twin Towns Hotel & Apartments are two properties that sit side by side on the Gold Coast / Northern NSW border overlooking the beautiful Coolangatta Beach. The properties offer a range of hotel style rooms as well as one, two and three bedroom apartments and pools for guests to enjoy. In your downtime, experience the laid-back lifestyle of the Southern Gold Coast and Tweed Heads region by heading down to the beach, or visiting one of the many pubs, clubs, or restaurants along the foreshore and surrounds.

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
• 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.