Guest Service Agent

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 a Guest Service Agent, you’ll be the first and last point of contact for our guests—playing a vital role in shaping their overall experience. From seamless check-ins and check-outs to creating genuine connections and offering thoughtful service, you'll help transform a simple stay into something special.

Your responsibilities will include:

• Greeting guests with warmth and professionalism
• Managing check-in/check-out procedures efficiently
• Assisting with guest inquiries and delivering personalised recommendations
• Handling reservations and room allocations when required
• Processing payments using POS and property management systems
• Knowledge of Opera cloud system essential.
• Ensuring the front desk area remains welcoming, organised, and secure
• Working collaboratively with other departments to exceed guest expectations

• Previous experience in a hotel, resort, or hospitality environment is highly regarded
• Minimum of 12 months’ experience in a customer service role
• Strong interpersonal and communication skills
• A passion for hospitality and creating memorable guest experiences
• A proactive, solution-focused mindset with attention to detail
• Flexibility to work a rotating roster including evenings, weekends, and public holidays-Also covering night shifts when required.

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