Mercure Perth on Hay is a 127 room full service property located near the beautiful Swan River in the heart of Perth CBD. With refurbishments now completed, multiple conference spaces and a sweeping indoor/outdoor F&B dining space, this Hotel offers an opportunity to surprise & delight our guests.

We are seeking a dynamic and dedicated individual to join our team in a dual role as a Full Time Guest Service and Reservations Agent.

Who are We:

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

What will you be doing?

The Guest Service and Reservations Agent will be responsible for providing excellent customer service managing reservations and at the front desk to ensure a seamless guest experience from booking to check-out. This dual role requires a high level of organisation, attention to detail, and the ability to multitask effectively.

You will be juggling your day to ensure all reservation work is actioned and providing exceptional guest service at the hotel reception desk.

Some of the duties will include:

Reservations:

• Process and manage incoming reservations via phone, email, and online booking systems
• Be the first point of contact for all incoming booking enquiries.
• Monitor room availability and manage overbooking situations.
• Liaise with the Reservations HUB team for Group business and other follow up as required

Guest Services:

• Deliver service excellence, from check in to check out and everywhere in between
• Complete a wide variety of front office tasks, which will ensure that every day is different from selling the hotel’s facilities and maintaining guest accounts
• Provide passionate, knowledgeable and friendly service to external and internal guests at all times 
• Reconcile cashier floats at the completion of each shift.
• Ensure guests who are not ALL - Accor Live Limitless members are briefed on features and benefits and signed up to the loyalty program   

Your Skills and experience include:

• Previous customer service experience, preferably in a Hotel environment
• Strong knowledge of computer systems including Microsoft Office and preferably in Opera
• The ability to work under pressure, multitask and think on your feet to quickly resolve issues is required
• Strong communication skills and pride in personal presentation
• Have a natural ability to surprise guests with your authentic guest service, setting you apart from the rest
• A genuine customer service focus and a strong dedication to always making our guest’s smile during their stay 
• Service oriented with an eye for detail.
• Confident & articulate communication, negotiation, relationship & networking skills.
• Ability to work across a 7 day roster including mornings and evenings and weekends

• An opportunity to Work Your Way, Learn Your Way and experience Benefits Your Way at Accor
• Ability to really contribute and feel pride in knowing you have made a difference to the greater good of the Hotel Operation
• Work alongside passionate industry professionals
• Be mentored by experienced Accor Hospitality professionals who want to see you succeed!