Company Description
We're looking for an energetic and customer-focused Guest Service Agent / Reservations Agent to join our team. This dual role is perfect for someone who thrives on variety, combining front desk service with reservations expertise. From the first phone call to the moment a guest checks out, you'll play a key part in creating memorable experiences and ensuring every interaction reflects our brand standards.
Located in Melbourne's vibrant inner-north, we are a leading conference venue and leisure destination offering contemporary accommodation, stylish dining, and versatile event spaces in the heart of Preston. With 383 guest rooms, 13 conference and event venues, and two on-site dining outlets, our property caters to both corporate and leisure clients.
Easily accessible via the 86 tram and Mernda train line—both within walking distance—and with over 400 on-site parking spaces, our property is ideally positioned. We pride ourselves on delivering professional service, memorable experiences, and flexible solutions to meet the evolving needs of our diverse clientele.
Job Description
* Handle all incoming reservation enquiries in a timely, professional manner, ensuring calls are answered in line with brand standards.
* Welcome guests with warmth and professionalism, assisting from check-in to check-out.
* Accurately process reservations, including special requests, while updating guest records in the system.
* Proactively up-sell rooms, packages, and promotions while providing accurate information on hotel facilities, services, special offers, and local attractions to maximise revenue and enhance the guest experience.
* Maintain guest accounts and support with tour bookings or local recommendations.
* Maintain effective communication and positive working relationships across all hotel departments.
Qualifications
* Previous experience in a hotel or customer service role is ideal.
* A natural communicator with a positive attitude and genuine passion for creating exceptional guest experiences.
* Ability to multitask, work under pressure, and problem-solve in the moment.
* A proactive approach to sales, with the confidence to up-sell and cross-sell.
* Dedicated to delivering service excellence and going the extra mile.
* Full Australian work rights.
Additional Information
What we offer
* Free on-site car park
* Employee benefit card offering discounted rates at Accor hotels worldwide.
* Develop your talent through Accor's learning programs.
* Opportunity to grow within your property and across the world
* Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.
Our Commitment To Diversity & Inclusion
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Any opportunity within our community to adapt and develop our processes to embrace others is encouraged.
"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"