Guest Service Agent

About Mercure Melbourne Doncaster

Mercure Melbourne Doncaster is a 183-room hotel representing Australia's pioneering next-generation Mercure brand, offering sophisticated yet approachable elegance in the Eastern Suburbs. The property features a restaurant, an indoor heated pool, a premium fitness center, expansive outdoor terraces with panoramic views stretching from the Yarra Ranges to Melbourne's CBD, and six event spaces accommodating up to 200 guests. These spaces include dedicated outdoor terraces for a seamless indoor-outdoor experience.

Known for its vibrant and innovative approach, the hotel excels in hosting remarkable conferences, meetings, and events ranging from corporate functions to dynamic incentives, consistently creating impactful moments. Notably, it holds the unique position of offering panoramic views of both the Dandenong Ranges and Melbourne’s City Skyline in the Eastern Suburbs.

Role Overview

We are seeking a Guest Service Agent, predominantly part-time, to become the welcoming face and final touchpoint for our guests. This role involves managing efficient check-in and check-out processes, building authentic connections, and delivering considerate service that transforms guest stays into memorable experiences.

Primary Duties

• Warmly and professionally welcoming guests upon arrival
• Efficiently handling check-in and check-out procedures
• Providing assistance and personalized recommendations in response to guest queries
• Managing reservations and assigning rooms as necessary
• Processing payments through POS and property management software
• Utilizing Opera Cloud system proficiently
• Maintaining a neat, inviting, and secure front desk environment
• Collaborating with multiple departments to surpass guest expectations

Candidate Requirements

• Previous experience within hotels, resorts, or hospitality sectors is highly desirable
• At least 12 months experience in a customer service position
• Excellent interpersonal and communication abilities
• Genuine enthusiasm for hospitality and enhancing guest experiences
• Proactive and detail-focused with a solution-oriented attitude
• Availability to work flexible hours including rotating shifts, weekends, public holidays, and occasional night shifts

Additional Information

The Mercure brand operates under the Accor Group, a global leader in hospitality and tourism services worldwide with a diverse portfolio of well-known brands. Employment benefits include:

• Continuous career growth and professional development opportunities
• A fulfilling and enjoyable work setting
• Worldwide discounts on accommodation, food, and beverages at Accor Hotels