Guest Service Agent

JobsCloseBy Editorial Insights

Accor’s Novotel Newcastle Beach seeks a full-time Guest Service Agent to provide warm, efficient check-in and guest support from arrival to departure, on a Monday to Sunday roster with mid shifts and some early morning or evening front desk shifts. You’ll manage reservations in Opera Cloud, communicate across channels, and offer personalized recommendations to enhance stays, while holding a NSW RSA and demonstrating strong multitasking in a fast-paced environment. Ideal candidates have hotel experience, excellent communication, attention to detail, and comfort with Microsoft Office. Tailor your resume to Accor’s Heartist culture, highlighting hospitality strengths and flexibility. Apply with a concise cover letter aligned to the ALL Heartist program.

Company Description

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​
Join us and become a Heartist®.

Job Description

Novotel Newcastle Beach are looking for a Full-Time, Guest Service Agent who is passionate about providing excellent customer service to join the team. 

Guest Service Agent
First impressions are everything! As a Guest Service Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us here the Novotel Newcastle Beach.

Key Responsibilities Include:

• Provide a warm and friendly reception to guests upon arrival, ensuring a smooth and efficient check-in process while addressing any immediate inquiries or needs.
• Maintain clear and courteous communication with guests, colleagues, and stakeholders across various channels, including in-person, phone, and email, to provide exceptional service.
• Oversee the accurate processing of guest reservations, updates, and special requests, utilising property management systems to ensure seamless scheduling and availability.
• Act as a primary point of contact for guests throughout their stay, offering prompt assistance, resolving issues, and providing personalised recommendations to enhance their experience.

Shift Details (subject to change):

• Rotating roster across Monday to Sunday 
• Most of the rostered shifts for the GSA role will be mid shifts, 10am-6pm, 11am-7pm or 12-8pm
• Front Office shifts that you could also be rostered for are morning 6.30am to 2.30pm & evenings 2.30pm to 10.30pm.

Hourly HIGA Award Rates (excluding superannuation):
Monday - Friday: $27.97 per hour
Saturday: $34.96 per hour
Sunday: $41.96 per hour

Plus, penalties where applicable 

Qualifications

What you will bring to the role: 

• Previous experience in a similar role within a hotel is preferred. 
• Excellent communication and interpersonal skills. 
• Strong attention to detail and problem-solving abilities. 
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously. 
• Proficiency in using hotel management software (Opera Cloud preferred) and Microsoft Office Suite. 
• Flexible schedule, including the ability to work evenings, weekends, and public holidays, including the Christmas period. 
• Hold a current NSW RSA certificate.

Additional Information

What is in it for you? 

• Full-Time position 
• Close to public transportation, light rail/train & buses 
• Employee benefits within the exclusive ALL Heartist Program, with worldwide discounts on accommodation and food & beverage, and Family & Friends discounts for those who mean the most to you.
• Endless opportunities to build your skills and expertise to help reach your career potential and personal goals, supported by the Accor Academy and extensive Learning Management Systems such as Learn Your Way and Typsy.
• Internal recognition events such as tenure milestones.
• Employee Assistance Program.