Guest Service Agent

JobsCloseBy Editorial Insights

Mercure Resort in Carrara is hiring a Guest Service Agent to manage front desk duties, check-in and check-out, guest requests, and to promote local culture and wellbeing. The role centers on a warm welcome, accurate front office operations, anticipating needs, driving loyalty, collaborating with teams, and delivering authentic service. Ideal candidates will have front office experience, strong communication and emotional intelligence, proficiency with Opera Cloud and Microsoft Office, sharp attention to detail, and a team-first mindset including porterage when needed. Flexibility to work evenings, weekends and public holidays is required. Perks include free parking, staff discounts, anniversary stay, and daily complimentary lunch. To apply, tailor your resume to showcase guest-centric outcomes and demonstrate your passion for responsible hospitality.

Company Description

Mercure Resort is located between the lush Hinterland and beautiful beaches of the Gold Coast. Featuring 292 rooms, tropical gardens, sparkling pools, and a wellness philosophy to slow down, stay well and discover local.   

With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take can have a positive and memorable impact on the experience of our guests, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality.   

Job Description

What you'll be doing:

• Welcome each guest to the resort with warmth and confidence 
• Manage guest requests and front office systems with accuracy and care
• Create a relaxing and seamless journey from check-in to check-out
• Anticipate guest needs with intuition and emotional intelligence
• Inspire guests to discover the local area, culture, and slow down
• Share local stories & connect with guests, driving loyalty and return visits
• Collaborate with all teams to elevate every guest touchpoint & exceed expectations
• Deliver authentic, professional service with natural warmth

Qualifications

What you will bring to the role: 

• Experience or exposure to front office operations (hotel or resort setting)
• Strong communication skills and emotional intelligence
• Ability to drive guest loyalty, memberships and in-house dining
• A passion for hospitality and creating memorable guest experiences 
• Confidence using front office systems (Microsoft Office & Opera cloud)
• A sharp eye for detail and a problem-solver’s mindset to respond to guest requests 
• A team-first mindset and willing to support in porterage when required 
• Ability to stay composed and agile in a fast-paced environment
• Flexibility across evenings, weekends, and public holidays

Additional Information

What is in it for you? 

• Free on-site car parking
• Generous Discounts on accommodation and dining across Accor Hotels globally
• Complimentary resort night stay or dining voucher on your annual anniversary
• Supportive leaders that invest in your growth and development
• Complimentary lunch each day, produced by our resort chefs
• Represent a resort centred around wellbeing, local connection and authenticity

With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take can have a positive and memorable impact on the experience of our guests, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality.

If you are ready to take the next step in your career, apply today.

Our commitment to Diversity & Inclusion:

We are an inclusive company and believe all candidates and employees should feel welcome being their authentic self at work. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, please feel welcome to let us know.