Guest Service Manager

Mercure Melbourne Doncaster is a 183 room & suite hotel is Australia’s first of the next generation Mercure brand, introducing approachable elegance in an untouched pocket of the Eastern Suburbs. Featuring restaurant, indoor heated swimming pool, elite fitness centre, expansive outdoor terraces with views from the Yarra Ranges to the CBD and has six event spaces for up to 200 guests with dedicated outdoor terraces to provide seamless indoor/outdoor flow.

Did you know that Mercure Melbourne Doncaster is the only venue in the Eastern Suburbs that you can have panoramic views of the Dandenong Ranges and Melbourne’s City Skyline?! Come on in and check them out! 

As the Guest Service Manager, you will partner closely with the Front Office leadership team to elevate service excellence, enhance guest satisfaction, and inspire a high-performing, motivated team.

What You Will Do

• Deliver warm, genuine, and anticipatory service that reflects the brand’s Vision and Mission.

• Cultivate a service-driven, high-performance culture by implementing and upholding effective Standard Operating Procedures (SOPs) that drive guest satisfaction results.

• Lead, coach, and mentor the Front Office team to consistently elevate  service standards and support departmental profitability.

• Oversee all aspects of Front Office operations—including guest arrival and departure, room inventory management, service standards, cost controls, revenue initiatives, systems management, budgeting, and policy implementation.

• Support team development through regular coaching, scheduling, performance evaluations, recognition, and ongoing professional development.

• Monitor guest feedback trends and operational performance metrics, identifying opportunities for improvement and implementing action plans.

• Ensure all Sofitel brand standards are fully implemented and that team members maintain up-to-date knowledge of hotel facilities, services, events, pricing, local attractions, and operational policies.

• Complete and analyze daily operational reports, making informed decisions based on data insights.

• Take ownership of guest concerns and ensure timely, effective resolution that restores confidence and satisfaction.

• Provide managerial support across the Rooms Division to ensure smooth day-to-day operations.

• Plan and adjust staffing levels according to business forecasts to ensure an optimal guest experience.

• Oversee ALL – Accor Live Limitless loyalty and recognition programs, including upsell initiatives.

• Build a positive team culture by driving engagement, celebrating achievements, and creating meaningful recognition programs.

• A genuine passion for hospitality and delivering outstanding guest experiences.

• Minimum  2 years of Front Desk or Guest Services leadership experience within a hotel environment (preferred).

• Experience with Opera Cloud or Opera PMS is advantageous.

• Strong communication, leadership, organizational, and problem-solving abilities.

• Proven ability to work effectively under pressure while maintaining composure and professionalism.

• A positive, proactive attitude with the ability to inspire and empower others.

• A natural talent for connecting with guests, demonstrating empathy, care, and a strong service mindset.

• Eagerness to grow within a fast-paced and dynamic environment.

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

What is in it for you:

• Training & development within an experienced team environment
• Career opportunities within our hotel and/or the Accor Group
• Worldwide Accor Hotel accommodation discounts, free on-site car parking, yearly free 1 night’s accommodation plus more

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
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