Guest Experience Agent

About the Company

Pullman & Mercure King George Square is a vibrant twin-towered hotel featuring 438 rooms, offering a haven for both leisure and business travelers. Situated directly opposite King George Square and City Hall in the heart of Brisbane's CBD, the hotel boasts some of the largest conference spaces in the city including two ballrooms. It is also home to popular venues like Goldfinch Restaurant and Street Cafe, Sixteen Antlers Rooftop Bar, and KG Sports Bar.

Role Overview

We invite passionate individuals to join our team as a Guest Experience Agent, where you can fully express yourself, develop your career, work purposefully, and feel appreciated. This role involves providing outstanding service by handling inbound guest phone calls from both upcoming and current visitors.

Key Responsibilities

• Respond professionally to high volumes of guest calls, providing assistance and directing to the correct department as needed.
• Manage the guest journey expertly by ensuring a warm, welcoming, and professional phone presence.
• Coordinate pre-arrival contact for VIP guests to organize special requests.
• Maintain comprehensive knowledge of hotel amenities and dining venues to effectively promote and upsell.

Qualifications and Requirements

• Proficiency with systems such as ResDiary, Duve, Opera, PABX, and Eventbrite.
• Excellent verbal and written communication skills combined with professional personal presentation.
• A personable nature capable of forming genuine connections with guests and colleagues.
• A sincere passion for hospitality and exceptional customer service, aiming to create memorable guest experiences.
• Prior experience delivering high-level customer service in a busy environment.
• Availability and flexibility to work shifts including early mornings, late nights, weekends, and public holidays.
• Strong local knowledge of Brisbane to provide recommendations to guests.

Additional Information

We are committed to diversity and inclusion, welcoming applications from diverse backgrounds and offering reasonable adjustments during the recruitment process. Benefits include global accommodation and food & beverage discounts through Accor, a collaborative and supportive workplace, as well as career growth opportunities with Australia's largest hospitality employer. The hotel team combines friendliness and professionalism, creating a positive work environment.

Why Join Us?

Accor provides more than just employment; we offer a supportive space where you can be yourself, learn, and grow. Join us to explore a hospitality career full of limitless possibilities and contribute to innovative and guest-focused service.