Guest Service Agent - Overnight

Novotel & ibis Balikpapan; Melbourne; On-site; AUD 36,000 - 44,000; Part time

Benefits offered by this job

Overnight accommodation provided

Overnight allowance

Free on-site parking

Part-time with 15 hours minimum

Career progression within Accor

Job summary

ibis Budget Melbourne Airport is seeking a reliable Guest Service Agent (Overnight) to join our Front Office team. You will work independently during overnight shifts, handling arrivals, reservations, and guest inquiries with warmth.

The role runs overnight 11:00pm–7:00am; Saturdays and Sundays availability is required. Part-time with guaranteed 15 hours per week, offering a base hourly rate of $27.97 plus penalties and allowances, plus on-site parking and career opportunities within Accor.

Qualifications

• Positive, proactive and guest-focused attitude.
• Strong communication and interpersonal skills.
• Ability to work without direct supervision.
• Excellent attention to detail and problem-solving.
• Calm and professional handling of guest issues.
• Overnight/weekend/public holiday availability.
• Previous Guest Service/Front Office or Night Agent experience preferred.
• Experience using Opera Cloud advantageous.

Responsibilities

• Process guest arrivals, departures and room allocations.
• Provide warm, professional service to all guests.
• Respond to guest enquiries and resolve concerns promptly.
• Manage reservations and front office administration tasks.
• Maintain safety and security during overnight hours.
• Conduct property checks and overnight audit procedures.
• Provide accurate handover information to morning team.

Skills

Guest-focused attitude

Strong communication

Work without supervision

Attention to detail

Problem solving

Weekend availability

Front Office experience

Opera Cloud (advantageous)

Tools

Opera Cloud

Job description

Company Description

"Hospitality is a work of Heart" at Accor. Everything we do, we do to help our guests and our people feel welcome and feel valued to give them the best experience possible.

Located just minutes from Melbourne Airport, ibis Budget Melbourne Airport provides comfortable, convenient accommodation for travellers from across Australia and around the world. We are committed to delivering friendly, efficient and welcoming service to every guest, every time.

We are currently seeking a reliable and self-motivated Guest Service Agent (Overnight) Part Time to join our Front Office team. This role is ideal for someone who enjoys working independently, takes pride in delivering exceptional guest experiences, and is comfortable taking care of hotel operations overnight.

As the sole team member on duty for much of the shift, you will play a critical role in ensuring guest satisfaction, hotel security and the smooth running of overnight operations.

Become a Heartist , and let your heart guide you into a world where life pulses with passion.

You must have working rights in Australia to be considered for interview and student visa holders are welcome to apply.

Job Description

Reporting to the Hotel Manager, you will be responsible for providing outstanding customer service while overseeing the hotel's overnight operations. You may also be offered daytime shifts to assist in supporting the Front Office team. Including your availability in your application will be advantageous.

Key responsibilities include:

• Processing guest arrivals, departures and room allocations
• Providing warm, professional and friendly service to all guests
• Responding to guest enquiries and resolving concerns in a timely manner
• Managing reservations and front office administration tasks
• Maintaining the safety and security of guests, staff and the property during overnight hours
• Conducting property checks and completing overnight audit procedures
• Ensuring accurate handover information is provided to the morning team

This position primarily works overnight shifts from 11:00pm to 7:00am and you must be available on Saturdays and Sundays.

Qualifications

To be successful in this role, you will demonstrate:

• A positive, proactive and guest-focused attitude
• Strong communication and interpersonal skills
• The ability to work confidently and effectively without direct supervision
• Excellent attention to detail and problem-solving skills
• The ability to remain calm and professional when handling guest complaints or unexpected situations
• Availability to work overnight shifts, weekends and public holidays
• Previous experience in a Guest Service Agent, Front Office or Night Guest Service Agent role (preferred)
• Experience using Opera Cloud (advantageous)

Additional Information

• Part-time position offering guaranteed 15 hours per week minimum
• Award rate: $27.97 base hourly plus applicable penalties and allowances
• Overnight accommodation provided while on overnight shift
• Overnight allowance may be paid in accordance with applicable Award provisions
• Free on-site parking
• Opportunities to develop your hospitality career within the Accor network

Benefits and Perks

At Accor, we are committed to ensuring our people feel welcome and valued by creating an inclusive and supportive environment. We offer a positive work culture, global Accor and partner discounts including accommodation and dining, career progression, learning & development opportunities and the environment to learn a wide range of skills as part of a global hospitality brand.

Our commitment to Diversity & Inclusion:

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Accor - Careers - Our Philosophy