Guest Services Agent & Reservations Agent

First impressions are everything! As a Guest Services Agent/Reservations Agent, you will take care of the guests from the moment they make their reservations, through to arrival, stay and then departure by ensuring they have a memorable experience with us.

What will you be doing?

• A dual role where you will work both at the Reception desk and in our reservations office. It is planned that you will work in Reception Tuesday - Thursday and then Reservations Friday and Saturdays. (Flexible on reception working days)
• As the first point of contact greet guests with a warm welcome every time both in person, on the telephone and via email. 
• Provide exceptional service to our guests in every interaction by anticipating their needs, responding to requests promptly, efficiently, and courteously
• Make the reservations, check-in, check-out process run smoothly
• Assist guests with hotel enquiries and updating of reservations including individual and group bookings.
• Maintain a high level of professionalism and ensure procedures are followed in relation to guest confidentiality, issuing of room keys, handling credit cards and cash handling
• Manage guest and hotel accounts, ensuring all charges are posted accurately and efficiently
• Maximise room occupancy and use up-selling skills to promote the resort facilities through strong product knowledge
• Ensure timely and efficient delivery of guest amenities, make recommendations and reservations for our guests on local attractions as required
• Ensure the security of our guests and their possessions
• Handle guest complaints in a positive manner escalating as required
• Provide food and beverage service for guests including barista and bar service, breakfast preparation and ensuring high levels of food safety in preparation
• Communicate effectively with other departments such as Housekeeping, Food & Beverage to assist guests in regard to room changes, dining bookings etc.
• Keep other members of front office team informed on guest feedback, requirements etc. during and on shift change
• Participating in training and development programs to enhance skills and capabilities to increase the guest experience

Your Qualities:

• Previous experience as a Receptionist in the hospitality industry is preferred but not essential
• Must be fully vaccinated with 2 COVID-19 vaccines and be scheduled to receive your 3rd vaccine. Must be willing to continue to maintain their vaccinations in line with the NSW Government recommendations. 
• A genuine passion for customer service with the ability to connect with people and hold a conversation with guests
• Excellent communication and attention to detail
• A high level of personal presentation and grooming
• Available to work varied shifts, including early mornings, late evenings, weekends and public holidays
• You can work autonomously as well as within a team
• Can do attitude
• Willing to get RSA and First Aid Certification
• Must have working rights in Australia

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

Aboriginal & Torres Strait Islander people are strongly encouraged to apply.