Guest Service and Reservations Coordinator

4 weeks ago

Perth, Western Australia Mercure Full time
Job Summary

We are seeking a highly organized and detail-oriented individual to provide exceptional customer service, manage reservations, and work at the front desk to ensure a seamless guest experience in our 127 room full service property located in the heart of Perth CBD.

Key Responsibilities
  • Process and manage incoming reservations via phone, email, and online booking systems, ensuring accurate and efficient communication with guests.
  • Be the first point of contact for all incoming booking enquiries, providing prompt and professional responses to meet guest expectations.
  • Monitor room availability and manage overbooking situations, utilizing effective problem-solving skills to resolve any issues that may arise.
  • Liaise with the Reservations HUB team for Group business and other follow up as required, maintaining strong relationships with internal stakeholders.
Guest Services
  • Deliver service excellence, from check-in to check-out and everywhere in between, ensuring every guest interaction is positive and memorable.
  • Complete a wide variety of front office tasks, which will ensure that every day is different from selling the hotel's facilities and maintaining guest accounts, promoting a dynamic and engaging work environment.
  • Provide passionate, knowledgeable, and friendly service to external and internal guests at all times, upholding the highest standards of customer service.
  • Reconcile cashier floats at the completion of each shift, maintaining accurate financial records and ensuring seamless operations.
  • Ensure guests who are not Accor Live Limitless members are briefed on features and benefits and signed up to the loyalty program, promoting loyalty and retention.
Requirements
  • Previous customer service experience, preferably in a Hotel environment, with a proven track record of delivering exceptional guest experiences.
  • Strong knowledge of computer systems, including Microsoft Office and preferably in Opera, with the ability to quickly learn and adapt to new systems.
  • The ability to work under pressure, multitask, and think on your feet to quickly resolve issues, maintaining a calm and professional demeanor in fast-paced environments.
  • Strong communication skills and pride in personal presentation, with a focus on delivering exceptional customer service and promoting a positive work environment.
  • A genuine customer service focus and a strong dedication to always making our guests smile during their stay, upholding the highest standards of hospitality.
  • Service-oriented with an eye for detail, ensuring every guest interaction is positive and memorable.
  • Confident and articulate communication, negotiation, relationship, and networking skills, with the ability to build strong relationships with internal and external stakeholders.
  • Ability to work across a 7-day roster, including mornings and evenings, and weekends, with flexibility to adapt to changing business needs.
What We Offer
  • An opportunity to work in a dynamic and fast-paced environment, with a focus on delivering exceptional customer service and promoting a positive work environment.
  • A chance to develop your skills and knowledge in a supportive and collaborative team, with opportunities for growth and professional development.
  • A competitive salary and benefits package, reflecting your value to the team and the company.
  • The opportunity to work with a global hospitality company, with a focus on delivering exceptional guest experiences and promoting loyalty and retention.

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