Guest Services Agent

About the Company

Situated opposite Albert Park Lake with panoramic views of Melbourne's skyline, Pullman & Mercure Melbourne Albert Park offers an exceptional setting for both leisure and business guests. This dual-branded hotel comprises 378 contemporary rooms, a lively restaurant and bar, and premium wellness facilities including a swimming pool and gym. It also accommodates one of Melbourne's largest conference centers featuring 32 adaptable event spaces catering to various meetings and celebrations.

Pullman & Mercure Melbourne Albert Park operate under the Accor group, Australia's largest hotel network with over 50 brands and more than 5100 hotels across 110 countries. Accor emphasizes personal growth and learning to enrich your career with meaningful experiences and endless opportunities.

Role Overview

We are seeking an energetic, proactive, and friendly individual to join our team as a Guest Services Agent. This position is available in both part-time and full-time capacities. You will play an essential role in providing exceptional customer service and ensuring positive guest experiences.

Key Duties and Responsibilities

• Proactively addressing and confidently resolving guest complaints and concerns.
• Promoting hotel specials and facilities through active upselling efforts.
• Handling administrative tasks and guest data entry for our guest relations team.
• Preparing for group arrivals and VIP guest receptions.
• Managing communications, including internal and external phone call handling.
• Overseeing guest service activities such as check-ins and check-outs.

Candidate Profile and Requirements

• Genuine enthusiasm for delivering outstanding guest experiences and creating memorable stays.
• Prior experience with Opera property management software is advantageous.
• High attention to detail to ensure adherence to operational procedures.
• Competency in conducting credit card and cash transactions accurately.
• Strong verbal communication and interpersonal skills.
• Ability to thrive in a dynamic and fast-moving work environment.
• Flexibility to work on a rotating roster schedule.

Additional Information and Employment Benefits

• Exclusive Accor discounts including accommodations and food & beverage for employees, family, and friends.
• Access to Accor partner perks, such as car rental offers with Europcar.
• Discounted parking available onsite.
• Confidential Employee Assistance Program access.
• Inclusive, diverse, and welcoming workplace culture.
• Supportive team environment fostering career growth with a market leader.
• Recognition programs, such as annual service and tenure milestones.
• Opportunity for mentoring and professional development with skilled industry professionals.

Note: Candidates must have Australian work rights as sponsorship is not provided for this role.