Guest Service Agent

Mercure Melbourne La Trobe Street is a 4-star hotel proudly operating under the Accor network. Located in the heart of West Melbourne near Flagstaff Gardens, Queen Victoria Market, Docklands and Marvel Stadium, the hotel offers modern design and a strong focus on guest comfort and quality presentation.

About the Role

As a Guest Service Agent, you will be the first point of contact for our guests and play a key role in creating a welcoming and memorable stay. This is a hands-on Front Office role where you will support daily operations, deliver exceptional service, and contribute to the successful launch of this new hotel.

Key Responsibilities

• Deliver warm, professional, and personalised guest service at all times
• Manage guest check-ins and check-outs efficiently and accurately
• Handle guest enquiries, requests, and feedback in a timely manner
• Process reservations, payments, and billing transactions
• Maintain Front Office standards, procedures, and brand compliance
• Work collaboratively with other departments to ensure a seamless guest journey

About You

• Previous experience in a hotel Front Office or customer service role (hotel experience preferred)
• Experience using Opera Cloud or similar PMS (preferred)
• Strong communication and interpersonal skills
• A positive, can-do attitude with a genuine passion for hospitality
• Ability to work a rotating roster, including mornings, evenings, weekends, and public holidays
• Have full working rights in Australia

Why Work for Accor?

At Accor, you’ll be supported by a collaborative pre-opening leadership team, clear timelines, and the backing of a global hotel group – while retaining the autonomy to build an engineering operation you are proud of.

With 5400+ Hotels across 110+ countries, Accor offer genuine career mobility and development.

• ALL Heartist Membership - Discounts on accommodation and food & beverage worldwide
• Family & Friends Discounts – Discounted rate across accommodation, services, and experiences
• Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays
• Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network – Join a global community of over 3,000 hospitality professionals

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.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS.

Mercure Melbourne La Trobe Street is a Hotel Managed within the Accor Network.