Guest Service Agent

About Mercure Resort

Situated between the vibrant Hinterland and the stunning Gold Coast beaches, Mercure Resort offers 292 rooms surrounded by tropical gardens and inviting pools, promoting a wellness approach encouraging guests to relax, rejuvenate, and explore the local culture.

At Mercure, individuality is cherished, and opportunities for career advancement are limitless. Every interaction you have positively influences the experiences of guests, colleagues, and even the environment, supporting the forefront of responsible hospitality.

Job Role and Responsibilities

• Greet each guest warmly and confidently upon arrival at the resort.
• Efficiently handle guest inquiries and manage front office operations with precision and care.
• Ensure a smooth and comfortable experience from check-in through to check-out.
• Use intuition and empathy to anticipate and fulfill guest needs promptly.
• Encourage guests to explore and appreciate the local surroundings and culture while promoting relaxation.
• Engage guests by sharing local stories, fostering connections, and encouraging repeat visits.
• Work closely with all departments to enhance every guest interaction and surpass expectations.
• Provide genuine and professional service characterized by natural warmth and attentiveness.

Qualifications and Skills Required

• Previous experience or exposure to front office operations in a hotel or resort environment.
• Excellent communication skills combined with high emotional intelligence.
• Capability to promote guest loyalty, membership programs, and in-house dining options.
• Strong passion for hospitality and dedication to creating unforgettable guest experiences.
• Proficiency in front office software like Microsoft Office and Opera Cloud.
• Attention to detail paired with a problem-solving approach to handle guest requests effectively.
• Team-oriented attitude with willingness to assist with porter duties as necessary.
• Ability to maintain composure and adapt efficiently in a dynamic, fast-paced setting.
• Flexibility to work during evenings, weekends, and public holidays as required.

Additional Benefits

• Complimentary on-site parking for employees.
• Attractive discounts on accommodation and dining across Accor Hotels globally.
• Annual complimentary resort stay or dining voucher to celebrate your work anniversary.
• Supportive leadership committed to your professional growth and development.
• Daily complimentary lunch prepared by the resort's culinary team.
• Opportunity to represent a resort that values wellbeing, local community, and authentic experiences.

Commitment To Diversity and Inclusion

The company fosters an inclusive work environment where all individuals are encouraged to be their authentic selves. Reasonable accommodations are available throughout the recruitment process upon request.