FULL TIME HOTEL FRONT OFFICE GUEST SERVICES AGENT

Mercure Bendigo Schaller is part of the Accor Hotels network and is located in close proximity to the Bendigo Hospital, Bendigo Art Gallery, CBD, Bendigo Show grounds. The hotel has 118 guest rooms and operates the Food & Beverage products including all day dining, and conferencing.

We are looking for our next self-motivated and highly reliable Front Office Super Star! - Casual

The Role

• Working on the front desk you will meet and greet all guests.
• Process check-ins and check-outs from the hotel, assign rooms and process payments.
• Make reservations at the Hotel over phone and emails.
• Ensuring all lobby areas are maintained at all times.
• Attend to all guest requests while on duty. 
• Assist the duty manager with any GUEST SERVICES during your shift.
• Learning all essential information on the brand and presenting it to guests when required.
• Answer guest queries and make suggestions for the local area.
• Able to replace light bulbs, door & safe batteries but not limited to.
• Availability over a 7 day roster including weekends and evening shifts.
• Reception operating hours are from 06:30am to 09:00pm, 7 days. 
• You shall be available to work on any required shifts of the morning shift, afternoon shift or evening shift at any given day on a 7 days rotating roster.
• Weekend availability is necessary. This is critical to this role
• Assist the restaurant when busy, this includes running food, clearing plates but not limited to.

Essential Skills and Experience

• Minimum 1 year Experience in front desk services in a similar type of hotel or industry.
• Excellent customer service skills with a 5 star service attitude.
• Problem solving skills.
• Taking initiative and being pro-active.
• Exceptional interpersonal skills with the ability to go above and beyond to deliver a memorable guest service experience.
• Professional telephone mannerisms and a friendly and welcoming attitude.
• Basic proficiency in computer systems, Microsoft Office, databases and ability to quickly learn and use business systems relevant to the role.
• Fully Vaccinated. 
• RSA preferred but not essential.

Ability:

• to take initiative to assist in all aspect of guests services
• to think outside the box
• to be reliable when required
• to be available to help the team to achieve set targets

You will ensure:

• Excellent Communication Skills: This includes both verbal and written communication, as well as active listening. 
• Customer Service Orientation: A strong focus on providing exceptional customer service. You will be friendly, approachable, and be able to handle various guest inquiries and requests professionally.
• Problem-Solving Skills: Guests may encounter issues or have special requests, and you will need to be able to think quickly and find effective solutions while maintaining a positive attitude.
• Attention to Detail: From processing reservations accurately to ensuring guests receive the correct room keys, attention to detail is essential to avoid errors and provide a seamless experience for guests.
• Computer Proficiency: You will typically use our computer systems for tasks such as making reservations, checking guests in and out, and processing payments. Proficiency in relevant software programs is essential.
• Multitasking Abilities: You will often juggle multiple tasks simultaneously, such as answering phone calls, assisting guests, and managing reservations. The ability to prioritize and manage time effectively is essential.
• Cultural Sensitivity and Diversity Awareness: You will interact with guests from various backgrounds and cultures. Being sensitive to cultural differences and treating all guests with respect is vital to out customer services.
• Conflict Resolution Skills: Occasionally, you may encounter challenging situations or unhappy guests. The ability to remain calm, empathize with the guest's concerns, and resolve conflicts diplomatically is important.
• Knowledge of Hotel Services and Policies: You will have a good understanding of the hotel's facilities, services, and policies. This includes information about room rates, amenities, check-in/out times, and any special promotions or packages available.
• Teamwork and Collaboration: You will be working closely with other hotel staff, such as housekeeping, maintenance, and management. You will be able to collaborate effectively with colleagues to contribute to a positive work environment and guest experience.

What we offer

•  Work with a world class leader in Hotels and Resorts- ACCOR!
•  Great team member industry benefits
•  Fun and energetic team
•  Uniforms & Free Parking
•  Opportunity to grow your career within an international hotel group
•  Career progression opportunities

If this sounds like your next career move, we want to hear from you! APPLY NOW!

Must have full working rights in Australia. 

Should you have any commitments for upcoming holidays, please do not apply.

Please note that only successful applicants will be responded to.