Customer Service Expert

7 days ago

Bankstown, Australia MERCURE Full time

Job Description

Mercure Sydney Bankstown is seeking a skilled Customer Service Expert to provide exceptional service and support in the front office.

Key Responsibilities:

  • Deliver outstanding customer experiences, ensuring every guest feels valued and cared for from check-in to check-out.
  • Serve as the primary point of contact for guests and visitors, providing professional assistance with queries and concerns.
  • Perform a range of front office tasks, including selling hotel facilities, taking reservations, and managing guest accounts, ensuring each day is diverse and engaging.
  • Provide enthusiastic, knowledgeable, and friendly service to both internal and external guests at all times, exceeding their expectations.
  • Answer phone calls promptly and professionally, adhering to brand standards.
  • Reconcile cash floats accurately at the end of each shift.
  • Counsel guests on Accor Live Limitless membership benefits and encourage them to join the loyalty program.
  • Support guests at our self-service check-in kiosks.

Requirements:

  • Prior experience in customer-facing roles, preferably within a hotel environment.
  • Demonstrated proficiency in computer systems, including Microsoft Office, and ideally Opera.
  • The ability to work under pressure, multitask, and think critically to resolve issues efficiently.
  • Excellent communication skills and pride in personal presentation.
  • A natural talent for surprising guests with authentic service, setting you apart from others.
  • A genuine focus on delivering exceptional customer service and a strong dedication to making guests smile during their stay.
  • Flexibility to work across a 7-day roster, including morning and evening shifts.

What We Offer:

  • An opportunity to Work Your Way, Learn Your Way, and experience Benefits Your Way at Accor.
  • The chance to genuinely contribute and feel pride in knowing you've made a difference to the greater good of the Hotel Operation.
  • The chance to work alongside passionate industry professionals.
  • Mentorship by experienced Accor Hospitality professionals who want to see you succeed.

Salary: $60,000 - $70,000 per annum, depending on experience. The salary may vary based on individual qualifications and performance.

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