Guest Services Manager - Mercure Sydney Blacktown

Accor is the world’s largest and fastest-growing hotel group with a network of more than 5,000 properties in over 90 countries. We are far more than a worldwide leader. Globally, we are more than 260,000 hospitality experts placing people at the heart of what we do and nurturing real passion for service and achievement beyond limits.

Mercure Sydney Blacktown is situated within a vibrant cultural hub, guests can explore local adventure hotspots from Featherdale Wildlife Park, Raging Waters, Eastern Creek Raceway and Sydney Zoo.

Mercure Sydney Blacktown has a range of room types, including spacious family rooms. Hotel services include 24-hour reception, guest laundry, cafe, restaurant, all-day dining, small meeting room, a large outdoor area and free open-air parking.

Ready to take charge of a hotel team, keep the vibes high, and make every guest feel like a VIP? Mercure Sydney Blacktown is on the hunt for a Guest Services Manager who’s equal parts leader, problem solver, and people person.

🚀 About the Role

This isn’t just a desk job — it’s about being the face of the hotel, leading from the front, and making sure everything runs like clockwork. From the Front Office to Distrikt Café, our all-day dining restaurant, and 24-hour room service, you’ll keep the show on the road and the smiles on our guests’ faces.

🎯 What You’ll Be Doing

• Jumping in to assist and oversee the daily hotel operations.

• Leading, motivating, and inspiring our team to be their absolute best.

• Rolling up your sleeves in Distrikt Café & restaurant – from service to food prep to coffee-making magic. ☕

• Making sure our Front Desk & lobby always have visible management presence during busy times.

• Personally helping guests with check-in and check-out.

• Tackling guest challenges with positivity and turning complaints into win–win solutions.

• Taking the reins when the GM or senior managers are away.

• Teaming up with Housekeeping and Maintenance to keep rooms spotless and systems running smoothly.

• Staying cool under pressure and stepping up during emergencies.

• A natural leader with true people skills — you motivate, coach, and inspire your team.

• Experienced in Front Office, Guest Services, or F&B leadership (or all three!).

• Confident in supervising and monitoring hotel teams, making sure service shines.

• Ready to jump into café and restaurant operations when needed — you don’t mind getting hands-on with service, food prep, or coffee making.

• Calm, quick-thinking, and solution-focused when challenges come your way.

• Professional yet approachable — guests feel at ease with you, even in tricky situations.

• Organised, proactive, and flexible with rosters (weekends and public holidays are all part of the fun).

• Experienced with hotel systems (Opera knowledge is a plus).

• An opportunity to Work Your Way, Learn Your Way, and experience Benefits Your Way with Accor.

• Be part of a Managed Hotel — enjoy the support, structure, and resources of Accor.

• Career growth and progression across the global Accor network. 🌍

• Discounts on accommodation, dining, and experiences worldwide through the Heartist program.

• The ability to really contribute and feel proud knowing you’ve made a difference to the greater good of the hotel operation.

• Work alongside passionate industry professionals.

• Be mentored by experienced Accor leaders who genuinely want to see you succeed.

• A fun, supportive, and passionate team that loves what they do.

• Western Sydney location with free parking 🚗 — no city commute headaches!

• A workplace where your ideas and energy are valued — we love fresh thinking.