Guest Services Agent

About the role

Join the hospitality team at Pullman & Mercure Melbourne Albert Park as a Guest Services Agent. You will be the first point of contact for guests, ensuring memorable experiences through attentive service and efficient operations.

Key responsibilities

• Maintain a proactive approach to complaint handling and resolve issues confidently.
• Actively upsell and promote hotel promotions, facilities, and special offers.
• Manage administrative tasks and data entry for guest relations.
• Prepare resources for group arrivals and VIP member arrivals.
• Handle guest communications, including internal and external phone calls.
• Provide guest services such as check‑in and check‑out procedures.

Required profile

• Passion for delivering positive guest experiences and creating memorable moments.
• Strong attention to detail and adherence to procedures.
• Confidence in processing credit‑card and cash transactions.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast‑paced environment.
• Flexibility to work a rotating roster.

Required skills

• Experience with the Opera property management system (desirable).

What we offer

• Exclusive Accor discounts on accommodation and food & beverage for you, family and friends.
• Access to Accor Partner Benefits such as Europcar.
• Discounted onsite car park.
• Confidential Employee Assistance Program.
• Inclusive and diverse work environment.
• Supportive team culture with opportunities for career growth.
• Reward and recognition programs.