Guest Service Agent - Front Office

Pullman Hotels & Resorts; Adelaide; On-site; AUD 42,000 - 52,000; Full time

Benefits offered by this job

All Heartist program

Employee discount on Accor rates

Learn Your Way Academy

Ongoing training and development

CSR involvement

Laundered uniform

Duty meal

Job summary

Pullman Adelaide, a five-star Accor property, is seeking a Guest Service Agent for the Front Office to deliver warm, efficient service and memorable guest moments. You will report to the Assistant Manager on Duty and collaborate with a dynamic team to welcome guests and support daily operations.

Key duties include check-in/check-out, account accuracy, multi-department communications and opportunities to promote hotel facilities.

Qualifications

• Previous Front Office Reception experience preferably in a hotel or resort environment.
• Professional telephone manner and exceptional customer service skills.
• Excellent communication, interpersonal and time management skills.
• A friendly and positive can-do attitude who enjoys working in a team.
• Excellent grooming and presentation standards.
• Proficient computer skills – Word, Excel, PMS and Outlook.
• Previous experience with Opera Cloud or similar PMS desirable, however not essential.

Responsibilities

• Provide quality service to guests during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring charges are accurate and posted promptly.
• Maintain security procedures with credit and cash transactions, room keys and guest confidentiality.
• Communicate between hotel guests and departments both verbally and in writing.
• Operate switchboard and guest messaging effectively.
• Assist reservations sales calls and promote hotel facilities and drive sales.

Skills

Front Office experience

Customer service

Communication skills

Teamwork

Grooming standards

Time management

Tools

Opera Cloud PMS

Outlook

Excel

Job description

Company Description

Pullman Adelaide represent one of Accor's most exciting brands and has a strong history of impressing a broad spectrum of the Adelaide market. We are a five-star hotel, with premium facilities including, gym, swimming pool, sauna, car park and two kitchens which look after PARC Brasserie and Bar, Executive Club Lounge, In Room Dining, and a growing conference and events department.

Job Description

What you will be doing:

Duties

As a Guest Service Agent (Front Office); you will have the opportunity to showcase your customer services skill and create memorable moments for our guests from the heart. In this role, you will report to Assistant manager on duty on a daily basis and work within a creative and supportive team environment. Some of your key duties will include:

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard and guest messaging effectively, handling all calls promptly and professionally.
• Assist reservations sales calls as required. Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.

Qualifications

Your experience and skills include:

• Previous Front Office Reception experience preferably in a hotel or resort environment
• Professional telephone manner and exceptional customer service skills
• Excellent communication, interpersonal and time management skills
• A friendly and positive can-do attitude who enjoys working in a team
• Excellent grooming and presentation standards
• Proficient computer skills – Word, Excel, PMS and Outlook
• Previous experience with Opera Cloud or similar PMS desirable, however not essential
• Current full driver license is desirable, however not essential
• The flexibility to work shifts including early mornings, evenings and weekends

Additional Information

What Is In It For You

• ALL Heartist, Employee benefit card, offering discounted rates in Accor accommodation worldwide and dozens of partners discounts.
• Learning programs through our “Learn your Way” Academy platforms, ongoing training and development opportunities (self-pace, virtual webinars, face to face)
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.
• Laundered uniform
• Duty Meal

Your Team And Working Environment

This is a stand out opportunity to step up in a high profile position. We seek out those who do what’s right; make things better; and prioritise our people. Our leaders need to show that they support and encourage; take time to listen and act; make time for their people; and take time out to have a laugh as often as possible.

Our Commitment To Diversity & Inclusion

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

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS