Guest Service Agent – Front Office
Part-Time | Mercure Kawana Waters
We are seeking a polished and reliable Front Office All-Rounder to join our team at Mercure Kawana Waters. This role supports both day-to-day Front Office operations and overnight auditing functions, ensuring a seamless and consistent guest experience across all hours.
You will play a key role in delivering exceptional guest service, managing daily operational tasks, and executing the Night Audit with precision. This is a hands-on position suited to someone adaptable, detail-oriented, and confident working both independently and as part of a team.
ABOUT THE ROLE
Guest Service & Front Office Operations (Day & Evening)
* Provide a warm and professional welcome to all guests
* Manage check-ins, check-outs, room allocations, and guest enquiries
* Handle reservations, modifications, and OTA communications
* Assist with billing enquiries, payments, and account settlements
* Coordinate with Housekeeping & Maintenance to ensure room readiness
* Maintain presentation standards across the Front Office and public areas
Overnight Operations & Night Audit
* Manage late arrivals and early departures with efficiency and care
* Monitor overnight communications, arrivals, and special requests
* Complete the Night Audit, reconciling and balancing daily transactions
* Verify rate accuracy, adjustments, and payment methods
* Prepare daily financial and operational reports for management
* Process credit card batches, VCC, and city ledger postings
Safety, Security & Property Oversight
* Conduct regular property checks across all shifts, including overnight
* Respond to guest concerns, incidents, and noise complaints professionally
* Follow emergency procedures and safety protocols when required
* Ensure secure handling of guest information and financial data
ABOUT YOU
You will succeed in this role if you demonstrate:
* Previous Front Office or Night Audit experience in a hotel environment (preferred)
* Strong customer service skills with a genuine guest-focused approach
* High attention to detail and strong numerical accuracy
* Familiarity with PMS systems (Protel experience advantageous)
* Flexibility to work a rotating roster including days, evenings, weekends, and overnight shifts
* Ability to work both independently and collaboratively
* Strong problem-solving skills and sound judgment
* Reliability and punctuality (essential across all shifts)
WHAT WE OFFER
* Competitive hourly rate with penalty rates in line with the Hospitality Award
* Structured training across Front Office and Night Audit functions
* Opportunity to work within the Accor network and grow your hospitality career
* Career pathways into Front Office leadership, Duty Management, or Rooms Division
* Staff benefits and discounted accommodation across Accor properties
* Supportive and professional team environment