Guest Service Agent

JobsCloseBy Editorial Insights

Mercure Perth is seeking a friendly, proactive Guest Services Agent to be the first point of contact for guests, handling arrivals and departures, responding to requests, and coordinating with front of house and other departments to deliver memorable stays. You’ll roll out the welcome wagon, actively resolve issues, and promote the Accor Live Limitless loyalty program while working across a 7-day roster including AM, PM and night shifts. The ideal candidate brings proven guest-facing experience, excellent written and verbal communication, superb time management, and a knack for upselling, plus RSA certification and a C Class Driver’s Licence. Demonstrate your Heartist spirit and apply with concrete examples of customer service excellence.

Company Description

Mercure Perth is conveniently located in the heart of Perth city, with the major shopping, entertainment and nightlife areas all close by. The hotel features 239 well-appointed rooms, along with a great restaurant, a cafe, bar, heated rooftop swimming pool and gym. Business guests are well catered for at Mercure Perth with 6 modern meeting rooms available, accommodating up to 350 delegates.

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

As a Guest Services Agent, you'll be the friendly face and first point of contact for all our guests and visitors. You'll be at the heart of creating memorable experiences from the moment they arrive. Here's what you'll be getting up to:

• Rolling out the welcome wagon – managing arrivals and departures with genuine warmth and efficiency
• Being a guest request superstar – responding promptly and courteously to keep our visitors smiling
• Playing team captain – liaising with other departments to ensure every guest need is met with flair
• Turning challenges into triumphs – actively resolving guest issues with creativity and positivity
• Championing the Accor Live Limitless Loyalty Program – sharing the perks with enthusiasm
• Embracing flexibility – working across our 7-day roster including AM, PM, and night shifts as required

You'll bring a well-presented appearance, a genuinely positive attitude, and a real passion for hotel operations and delivering exceptional customer service that guests won't forget.

Qualifications

We'd love to hear from you if you've got previous experience in a similar guest-facing role, plus:

• Brilliant written and verbal communication skills – you know how to chat with anyone!
• Time management superpowers with the ability to juggle multiple tasks without breaking a sweat
• Genuine interpersonal magic – you connect easily with team members at all levels
• A knack for delivering prompt, efficient service with a flair for spotting upselling opportunities
• An entrepreneurial mindset packed with drive, ambition, and infectious energy
• Responsible Service of Alcohol certification

C Class Driver's Licence is essential

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.