Guest Service Agent

Job Description

What you will be doing:
You will have the opportunity to showcase your customer service skills and create memorable moments for our guests from the heart. In this role, you will report to the Assistant Manager on duty and work within a creative and supportive team environment.

Some of your key duties will include:

• Provide quality service to guests by responding to requests promptly, efficiently, and courteously during check-in, check-out, and throughout their stay.
• Maintain control of guest and hotel accounts, ensuring all charges are accurate and posted in a timely manner.
• Follow strict security procedures for credit and cash transactions, accounting processes, room key issuance, and guest confidentiality.
• Maintain clear communication between hotel guests and departments, both verbally and in writing.
• Operate the switchboard and guest messaging system efficiently, handling all calls professionally and without delay.
• Assist with reservations and sales calls, using every opportunity to promote hotel facilities and maximise revenue through strong product knowledge and selling skills.
• Support the reservations team by managing booking inquiries, updating guest profiles, and ensuring accurate data entry into the system.
• Monitor availability and assist in optimising room occupancy through effective coordination with front office and revenue teams.

Qualifications

We’re seeking a passionate and polished individual who embodies excellence in guest service and thrives in a dynamic hospitality environment. The ideal candidate will bring:

• Minimum 1 year of Front Office Reception and/or Reservations experience, ideally within a premium hotel or resort setting
• Professional telephone manner and a commitment to delivering exceptional customer service
• Strong communication, interpersonal, and time management skills
• Growth Mindset: A proactive approach to learning and development, embracing challenges, seeking feedback, and thriving in a culture that champions innovation and continuous improvement
• Positive, can-do attitude with a collaborative spirit and team-first mentality
• High standards of grooming and presentation
• Proficient computer skills, including Word, Excel, Outlook, and Property Management Systems (PMS) 
• Confident user of Opera Cloud or similar PMS
• Current full SA driver’s license (desirable but not essential)
• Flexibility to work a variety of shifts, including early mornings, evenings, and weekends
• National Police Clearance required; Working with Vulnerable People clearance is advantageous, however not essential
• Full-time working rights in Australia
• Responsible Person (RP), First Aid & CPR certifications are desirable and considered advantageous

Additional Information

What is in it for you:

• ALL Heartist, Employee benefit card, offering discounted rates in Accor worldwide
• Learning programs through our “Learn your Way” Academy platforms, ongoing training and development opportunities (self-pace, virtual webinars, face to face)
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.
• Laundered uniform
• Duty Meals

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS