Guest Services Agent
Accor · East Melbourne
Company Description
Pullman East Melbourne is located at the edge of the Fitzroy Gardens and a short stroll from the MCG, its one of the most iconic hotels in Melbourne with a long legacy of providing first class accommodation to business travellers, excited tourists and energetic sports fans.
Our renovated stylish 419 rooms provide our guests with a truly luxurious experience. At the heart of our hotel is our extraordinary team who turn small gestures into heart-warming moments.
The hotel features our Cliveden Bar & Dining; extensive Conference & Event facilities; Executive Lounge; Swimming Pool and Health Club.
- Hospitality is a work of heart,
- Join us and become a Heartist®.
Job Description
As a Guest Service Agent you will have the opportunity to showcase your customer services skill and create memorable moments for our guests from the heart.
In this role, you will report to Assistant Manager on duty on a daily basis and work within a creative and supportive team environment. Some of your key duties will include (but not limited to):
- Provide quality service to the guest by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
- Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
- Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy.
- Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
- Operate switchboard and guest messaging effectively, handling all calls promptly and professionally.
- Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
Qualifications
We Are Looking For:
- Professional telephone manner and exceptional customer service skills.
- Excellent communication, interpersonal and time management skills.
- A friendly and positive can-do attitude who enjoys working in a team.
- Excellent grooming and presentation standards.
- Proficient computer skills – Word, Excel, PMS and Outlook.
- Previous experience with Opera Cloud or similar PMS desirable, however not essential.
- The flexibility to work shifts including early mornings, evenings and weekends.
- Candidates must hold full time working rights in Australia.
Additional Information
Valuable Savings and Perks: Enjoy discounted car parking right on site, plus exclusive deals on food & beverage—making every day at work rewarding as well as affordable.
Global Accor Privileges: Get access to special Accor family and friends room rates across the globe, along with additional staff discounts at Accor hotels worldwide—perfect for your next getaway or a holiday with loved ones.
Development and Opportunities: At Accor, your growth is our priority. Join us for outstanding career development, with world-class training and opportunities to advance across our global network.