Guest Services Agent

Pullman; Melbourne; On-site; AUD 30,000 - 41,000; Full time

Benefits offered by this job

Discounted parking on site

Accor privileges

Career development

Job summary

Pullman East Melbourne is inviting a Guest Service Agent to join our frontline team. You will welcome guests, handle check-in/check-out with warmth, and use our PMS system to manage accounts while maintaining privacy and accuracy.

Reporting to the Assistant Manager, you will work within a collaborative team, with shifts including mornings, evenings and weekends. You will embody a genuine service ethos and leverage Accor privileges to enhance guest experiences.

Qualifications

• 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.
• The flexibility to work shifts including early mornings, evenings and weekends.
• Candidates must hold full time working rights in Australia.

Responsibilities

• Provide quality service to the guest 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.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.

Skills

Telephone manner

Communication

Team player

Grooming

Computer skills

Tools

Opera Cloud

Job description

Pullman East Melbourne is located at the edge of the Fitzroy Gardens and a short stroll from the MCG, its one of the most iconic hotels in Melbourne with a long legacy of providing first class accommodation to business travellers, excited tourists and energetic sports fans.

Our renovated stylish 419 rooms provide our guests with a truly luxurious experience. At the heart of our hotel is our extraordinary team who turn small gestures into heart-warming moments.

The hotel features our Cliveden Bar & Dining; extensive Conference & Event facilities; Executive Lounge; Swimming Pool and Health Club.

Hospitalityisaworkofheart,
JoinusandbecomeaHeartist®.

Company Description

Pullman East Melbourne is located at the edge of the Fitzroy Gardens and a short stroll from the MCG, its one of the most iconic hotels in Melbourne with a long legacy of providing first class accommodation to business travellers, excited tourists and energetic sports fans.

Our renovated stylish 419 rooms provide our guests with a truly luxurious experience. At the heart of our hotel is our extraordinary team who turn small gestures into heart-warming moments.

The hotel features our Cliveden Bar & Dining; extensive Conference & Event facilities; Executive Lounge; Swimming Pool and Health Club.

Hospitalityisaworkofheart,
JoinusandbecomeaHeartist®.

Job Description

As aGuest Service Agentyou 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 (but not limited to):

• Provide quality service to the guest 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.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.

Qualifications

We Are Looking For:

• 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 Cloudor similar PMS desirable, however not essential.
• The flexibility to work shifts including early mornings, evenings and weekends.
• Candidates must hold full time working rights in Australia.

Additional Information

• Valuable Savings and Perks: Enjoy discounted car parking right on site, plus exclusive deals on food & beverage—making every day at work rewarding as well as affordable.

• Global Accor Privileges: Get access to special Accor family and friends room rates across the globe, along with additional staff discounts at Accor hotels worldwide—perfect for your next getaway or a holiday with loved ones.

• Development and Opportunities:At Accor, your growth is our priority. Join us for outstanding career development, with world-class training and opportunities to advance across our global network.