Guest Service Agent

Job Description

As a Guest Service Agent, you will be at the heart of the guest experience, creating a warm and memorable journey from arrival through to departure. Whether welcoming a guest for the first time, anticipating their needs during their stay or helping them discover the best of Melbourne, you will play an important role in creating stories that stay.

Tasks and responsibilities include:

• Be the first point of contact for our guests, creating a warm, genuine and personalised welcome
• Deliver exceptional service throughout the guest journey, anticipating needs and looking for opportunities to surprise and delight
• Manage check-in and check-out efficiently and professionally, ensuring every interaction reflects our luxury standards
• Build genuine connections with guests, taking the time to understand their preferences and creating memorable moments
• Respond to guest requests promptly, thoughtfully and professionally, taking ownership from beginning to end
• Provide knowledgeable recommendations on Melbourne, dining, shopping and local experiences to help guests make the most of their stay
• Handle guest feedback and complaints confidently, using your initiative to find positive and appropriate solutions
• Communicate effectively with Housekeeping, Food & Beverage and other hotel departments to ensure a seamless guest experience
• Maintain a high level of professionalism and attention to detail when handling guest information, room keys, payments and confidential information
• Ensure the security and wellbeing of our guests and their possessions
• Maintain clear communication with the Front Office team, including effective handovers and sharing relevant guest feedback and requirements
• Participate in training and development opportunities to continually build your skills and enhance the guest experience

What we can offer you:

• A fun work environment where your job is simply to make people happy!
• A genuine sense of community… our team is one big family
• Share your love of Melbourne! Our guests want your insider-knowledge on what to experience when they visit this great city
• Develop invaluable skills that you can use in all walks of life – customer service, communication, time management, problem solving and resilience!
• If hospitality is your thing, the career opportunities are endless as part of Australia’s largest hospitality employer, Accor
• Be part of a company that cares for our community and our environment with industry-leading initiatives that make you proud to come to work every day

Qualifications

• An energetic, team-focused and positive attitude with a genuine passion for hospitality
• A natural ability to connect with guests and create meaningful, personalised experiences
• Exceptional communication and interpersonal skills, both written and verbal
• A polished and professional presentation, with a genuine commitment to luxury service
• Strong attention to detail and the ability to remain organised in a fast-paced environment
• A proactive, solutions-focused approach with the confidence to take ownership of guest requests
• Strong computer literacy and the ability to quickly learn hotel systems
• The ability to remain calm and composed when managing competing priorities or challenging guest situations
• Previous Front Office or hotel experience is highly regarded, but a passion for hospitality and the right attitude are just as important
• Flexibility to work across a seven-day roster, including mornings, evenings, weekends and public holidays

Additional Information

What’s in it for you...

• Great benefits – worldwide accommodation and food & beverage discounts from day one, Chadstone Shopping Centre discounts, free nights’ accommodation on your anniversary with Accor, discounted health insurance, and a free, confidential Employee Assistance Program
• A supportive, dynamic team environment in one of Melbourne’s most iconic luxury hotels
• Work close to home – based in Melbourne’s vibrant south-east, avoid the CBD commute
• Endless growth opportunities as part of Accor, Australia’s largest hospitality employer – with access to industry-leading training, career pathways across a global network, and the ability to truly shape your future

Apply now to become part of the story at Hotel Chadstone Melbourne MGallery. We can’t wait to welcome you!