Reservations and Guest Services Agent – Full Time

Company Description

Accor is the world’s largest and fastest-growing hotel group, with a network of over 5,000 properties across more than 100 countries. Beyond being a global leader, we are a community of over 260,000 hospitality experts, placing people at the heart of everything we do, nurturing a passion for exceptional service and achievement, beyond limits.

Located base of the Blue Mountains Mercure Penrith offers 222 accommodation rooms to welcome guest’s to the Penrith area. Located in the heart of the Panther’s precinct, our team are passionate Penrith Panthers supporters who pride themselves on providing exceptional service and guest experiences.

Mercure Penrith has an exciting opportunity for an experienced Front Office team member to join our Front Office and Reservations team.

To be successful, the role requires flexibility to work over a 7-day roster and the willingness to be a team player across our Reservations, Reception and Food and Beverage team.

As a Reservations Agent, you will be required to:

• Assist guests with reservations via email and telephone.
• Ensure all reservations are updated accurately to ensure a seamless check in process.
• Ensure all reservations have a valid payment method.
• Assist with group quotes and entering of rooming lists.
• Communicate with all hotel departments to ensure a seamless experience for all guests.
• Promote Accor Live Limitless (ALL) loyalty program to all guests.

As a Guest Services Agent, you will be required to:

• Ensure a warm and welcoming experience for all guests.
• Promote Accor Live Limitless (ALL) loyalty program to all guests.
• Ensure payment is received for all hotel reservations.
• Prepare daily for arrival of future hotel guests and groups.
• Be knowledge on activities and the local area of Penrith.
• Maintain high standards of cleanliness in the hotel reception, lobby and bar areas.

As a Food and Beverage Attendant, you will be required to:

• Hold a current NSW Responsible Service of Alcohol Certificate.
• Preparation and service of food and beverage in the Lobby Bar.
• Processing of payments and orders through Shiji Infrasys POS.
• Maintain high standards of cleanliness in the hotel reception, lobby and bar areas.

• Previous experience as a Front Office Guest Services Agent.
• Strong organisational and multitasking abilities, with a keen eye for detail.
• Ability to thrive in a fast-paced, team orientated environment while maintaining a positive attitude.
• Proficiency in hotel PM systems, Opera Cloud is preferred.
• Proficient email management handling high volumes of emails and requests.  
• Barista skills are an advantage.
• NSW Responsible Service of Alcohol Certificate is required.

• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Opportunities for career development and growth within Accor’s global network.
• Incredible Accor Heartist Benefits – access to Accor’s extensive benefits including discounted Food & Beverage + Accommodation Worldwide
• Accor's refer-a-friend bonus
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program

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/

Apply now to begin your journey with Mercure Penrith, we look forward to receiving your application.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you are welcome to let us know.