Guest Service Agent Full time / Part time

JobsCloseBy Editorial Insights

Mercure Melbourne Doncaster is seeking a Guest Service Agent (full time or part time) on site in Doncaster to be the primary contact for guests, handling check-ins and check-outs, reservations, payments, and requests with personalised service. Opera Cloud knowledge is essential, along with 12 months in customer service, strong communication, and a proactive detail oriented mindset. The role requires flexibility to work a rotating roster including evenings, weekends, public holidays, and occasional night shifts. Perks include Accor’s development opportunities and staff discounts, plus panoramic views and a Conference & Events market. To apply, tailor your resume to highlight hospitality experience, Opera Cloud and POS skills, cross department collaboration, and a proven guest centric track record.

Company Description

Mercure Melbourne Doncaster is a 183 room & suite hotel is Australia’s first of the next generation Mercure brand, introducing approachable elegance in an untouched pocket of the Eastern Suburbs. Featuring restaurant, indoor heated swimming pool, elite fitness centre, expansive outdoor terraces with views from the Yarra Ranges to the CBD and has six event spaces for up to 200 guests with dedicated outdoor terraces to provide seamless indoor/outdoor flow.

We are a vibrant and forward-thinking hotel with a reputation for hosting exceptional conferences, meetings, and events. From corporate gatherings to high-energy incentives, we create moments that leave a lasting impact. Now, we’re looking for a talented individual to maximize our potential in the Conference & Events market and help us grow even more!

Did you know that Mercure Melbourne Doncaster is the only venue in the Eastern Suburbs that you can have panoramic views of the Dandenong Ranges and Melbourne’s City Skyline?! Come on in and check them out! 

Job Description

We are looking for Part time /Full time Guest Service Agent 

As a Guest Service Agent, you’ll be the first and last point of contact for our guests—playing a vital role in shaping their overall experience. From seamless check-ins and check-outs to creating genuine connections and offering thoughtful service, you'll help transform a simple stay into something special.

Your responsibilities will include:

• Greeting guests with warmth and professionalism
• Managing check-in/check-out procedures efficiently
• Assisting with guest inquiries and delivering personalised recommendations
• Handling reservations and room allocations when required
• Processing payments using POS and property management systems
• Knowledge of Opera cloud system essential.
• Ensuring the front desk area remains welcoming, organised, and secure
• Working collaboratively with other departments to exceed guest expectations

Qualifications

• Previous experience in a hotel, resort, or hospitality environment is highly regarded
• Minimum of 12 months’ experience in a customer service role
• Strong interpersonal and communication skills
• A passion for hospitality and creating memorable guest experiences
• A proactive, solution-focused mindset with attention to detail
• Flexibility to work a rotating roster including evenings, weekends, and public holidays-Also covering night shifts when required.

Additional Information

The Mercure brand is part of the Accor Group. As the global market leader, Accor Hotels offers a worldwide network of hospitality and tourism services, with a diverse portfolio of renowned brands. Just a few of the perks include:

• Ongoing Career and Professional Development Opportunities
• A Rewarding Work Environment
• Global Discounts on Hotel Accommodation & Food and Beverage