Guest Service Agent - Casual

About the Company

At Accor, hospitality is a heartfelt mission. Everything we do aims to make our guests and team members feel both welcomed and valued, ensuring an exceptional experience. Batman's Hill on Collins is a 4-star Accor hotel situated in Melbourne's central business district, directly opposite Southern Cross Station, providing easy access to public transport. The hotel features 190 guest rooms, a fully equipped conference center with multiple event spaces, a restaurant, and a lounge bar.

Role Overview

We are seeking a Casual Guest Service Agent enthusiastic about engaging with and assisting guests and fellow team members. In this position, you will support the Front Office Duty Manager with daily reception operations, creating an inviting atmosphere for our guests. The role pays an award rate of $32.31 per hour, plus applicable penalty rates, offering an excellent opportunity to develop your skills and build confidence working in a vibrant hotel environment and join a global hospitality community.

Key Responsibilities

• Deliver personalized and memorable experiences for each guest by connecting and creatively exceeding expectations.
• Handle reservation requests and inquiries through phone and email, ensuring precise entry of guest information into the property management system.
• Manage incoming calls effectively, routing and addressing queries as necessary.
• Provide guests with information about the hotel facilities and local attractions.
• Assist guests with their luggage as needed.
• Ensure the front desk and hotel lobby maintain an immaculate presentation at all times.

Qualifications and Requirements

• Flexibility to work a rotating schedule including early mornings, evening shifts, weekends, public holidays, and occasional overnight hours.
• Strong verbal and written communication abilities.
• Capability to operate efficiently in a fast-paced setting and prioritize multiple tasks.
• Proficiency in Microsoft Office applications and solid keyboarding skills.
• Experience or familiarity with the RMS property management system is advantageous but not mandatory as training will be provided.
• Knowledge of Melbourne and ability to offer local recommendations is a plus, though not required.
• Possession of a current Responsible Service of Alcohol (RSA) certificate or willingness to obtain one prior to starting.
• Must hold full-time work rights in Australia; sponsorship is not available for this position.

Additional Information

Accor is committed to fostering an environment where every employee feels included and appreciated. We nurture a positive and supportive workplace culture while offering global discounts on accommodations and dining with Accor partners, opportunities for career advancement, learning and development, and a chance to gain diverse skills as part of a worldwide hospitality brand. As a Heartist, you are encouraged to bring your authentic self to work, express creativity, and enjoy your role.

Diversity & Inclusion Statement

Accor is dedicated to attracting, hiring, and promoting a diverse workforce, ensuring inclusivity in all aspects of employment.