Guest Experience Agent

Pullman & Mercure King George Square is a vibrant 438 room twin towered hotel which acts as a sanctuary for leisure and business travellers. Located opposite King George Square, City Hall and ideally situated in the heart of Brisbane CBD the hotel has some of the largest conference spaces in Brisbane incorporating 2 ballrooms. The hotel also features the amazing and extremely popular venues of Goldfinch Restaurant and Street Cafe, Sixteen Antlers Rooftop Bar as well as KG Sports Bar.  

Join a team where you can be all you are, grow and create your path, work with purpose, enjoy and feel valued.  

Life with us is about bringing the passion, staying curious, and performing at your best. If you can do that; this opportunity is limitless!   

We are currently recruiting for a Guest Experience Agent.  

As our next Guest Experience Agent, you will: 

• Deliver excellent service, answering incoming guest calls, both arriving and in-house  

• Be a customer journey expert 

• Positively respond to all calls and assist guests with their enquiries, by directing calls to the appropriate department, as required 

• Coordinate the contact of VIP guests prior to arrival to arrange special requirements for upcoming stays 

• Be knowledgeable of the hotel facilities, including Food and Beverage venues, to upsell the outlets 

• Manage high call volume with professionalism, providing exceptional service  

• Have a welcoming, warm and professional phone manner 

What we are looking for: 

• Proficient in the use of all systems including, ResDiary, Duve, Opera, PABX, Eventbrite 

• Strong verbal and written communication skills and pride in personal presentation  

• A people person who is able to make genuine connections with their guests and colleagues

• A genuine passion for customer service with a strong focus on always making our guest’s feel welcome during their stay 

• Previous experience in high level customer service  

• Can go out of your way to create memorable experiences for our guests 

• Have the availability and flexibility to work shifts across Monday to Sunday including early mornings and late nights and Public Holidays 

• Know Brisbane and can recommend great things to see and do for our guests 

You have a passion for the Hospitality Industry and are committed to delivering high levels of customer service. 

In return, we will provide you with career development opportunities, a fun and rewarding work environment and hotel discounts worldwide.

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 most welcome to let us know. 

Benefits Your Way:

• Access to Accor team benefits, including global discount's on accommodation and food & beverage.
• A supportive and collaborative work environment.
• The opportunity to grow and progress your career with Australia’s largest hospitality employer – Accor

Accor has a strong focus on ensuring all of its people feel welcome and feel valued.

This means industry leading training opportunities, career planning and benefits such as hotel discounts at over 3500 hotels worldwide, global partnership discounts

Additionally, our Hotel team are a great mix of fun, friendly and industry experts making this a great team to be part of.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are, 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, do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS