Guest Service Agent

About the role

As a Guest Service Agent at Mantra Southbank Melbourne, you will be the welcoming face of the hotel, ensuring every guest enjoys a seamless and memorable stay from check‑in to check‑out. You will work in a vibrant city centre, surrounded by Melbourne’s cultural attractions, shopping, and dining.

Key responsibilities

• Provide a VIP‑level hospitality experience, greeting guests warmly and handling all check‑in/check‑out procedures.
• Communicate effectively with guests and team members to ensure smooth operations.
• Resolve guest issues promptly, turning challenges into positive outcomes.
• Promote hotel amenities and services by maintaining deep product knowledge.
• Share local recommendations and insider tips about Melbourne’s neighbourhood hotspots.
• Accurately manage reservations, guest accounts, and related documentation.

Required profile

• Previous experience in hotel front‑desk or similar guest‑service roles.
• Proactive, innovative approach to exceeding customer expectations.
• Ability to work both independently and as part of a collaborative team.
• Strong multitasking, organisational, and time‑management skills.
• Excellent written and verbal communication abilities.
• Flexibility to work varied shifts, including nights, weekends, and public holidays.

Required skills

What we offer

• All Heartist Membership with global accommodation and F&B discounts.
• Family & Friends discounts on a range of services.
• Access to Accor Live Limitless loyalty program.
• Learning opportunities via Accor Academy and Typsy.
• Networking with over 300,000 Accor professionals worldwide.
• Potential for worldwide career growth within a leading hotel operator.