Guest Services Manager

1 day ago

Sydney, New South Wales, Australia 21c Museum Hotels Full time
Overview

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

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.
Qualifications
  • 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).
Additional Information
  • 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.

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