Guest Service Agent - Full Time

Role overview

Guest experience responsibilities

• Welcome guests warmly and provide personalized service throughout their stay.
• Anticipate guest needs and create memorable moments.
• Manage check-in and check-out efficiently and professionally.
• Build genuine connections with guests and understand their preferences.
• Respond promptly to requests and take ownership from beginning to end.
• Provide knowledgeable recommendations on Melbourne dining, shopping, and local experiences.
• Handle feedback and complaints confidently and find positive, appropriate solutions.

Hotel operations

• Coordinate with Housekeeping, Food and Beverage, Front Office, and other departments for a seamless guest experience.
• Handle guest information, room keys, payments, and confidential information with professionalism and attention to detail.
• Maintain the security and wellbeing of guests and their possessions.
• Complete Front Office handovers and share relevant guest feedback and requirements.
• Participate in training and development opportunities.

Requirements

• An energetic, team-focused, and positive attitude with a genuine passion for hospitality is required.
• Exceptional written and verbal communication and interpersonal skills are required.
• A polished and professional presentation and commitment to luxury service are required.
• Strong attention to detail and organization in a fast-paced environment are required.
• A proactive, solutions-focused approach and confidence taking ownership of requests are required.
• Strong computer literacy and the ability to quickly learn hotel systems are required.
• The ability to remain calm during competing priorities or challenging guest situations is required.
• Previous front office or hotel experience is highly regarded but not required.

Roster

• Flexibility to work across a seven-day roster, including mornings, evenings, weekends, and public holidays, is required.

Workplace

• The role is based at Hotel Chadstone Melbourne MGallery in Melbourne's vibrant south-east.

Benefits and development

• Benefits include worldwide accommodation and food and beverage discounts, shopping centre discounts, anniversary accommodation, discounted health insurance, and an employee assistance program.
• Employees receive access to training, career pathways across Accor's global network, and growth opportunities in hospitality.

About the hotel