Guest Service Agent

Mondrian Gold Coast is on the sun-drenched esplanade of the iconic Burleigh Beach. This destination lifestyle precinct is a vision of some of Australia and the world’s most celebrated changemakers, risk takers and creative thinkers. Mondrian Gold Coast is an immersive precinct that reflects the culture of one of Australia’s most iconic coastal destinations.

As the Guest Service Agent, you are the face of Mondrian Gold Coast, responsible for delivering exceptional service at every guest interaction. From check-in to check-out, you will manage guest experiences with efficiency, enthusiasm, and professionalism. This role requires a deep understanding of hospitality, attention to detail, and a passion for exceeding guest expectation.

THE ROLE

• Greet and welcome guests with a warm, professional demeanour, ensuring a smooth and efficient check-in and check-out process.
• Operate the hotel’s Property Management System (PMS) to process reservations, cancellations, and modifications, and ensure accurate data entry and financial processing.
• Address guest inquiries and requests in a timely and courteous manner, ensuring their needs are met or directing them to the appropriate departments.
• Handle guest billing, payments, and account management, including processing cash, credit, and other payment types. Resolve any billing discrepancies and ensure accurate folio balances.
• Ensure compliance with all front office standard operating procedures (SOPs) and hotel policies, maintaining consistency in service delivery, guest interactions and operational tasks to meet the hotel standards.

THE REQUIREMENTS

• Previous experience in a luxury or lifestyle hotel environment is preferred, but not required.
• Strong interpersonal and communication skills with a commitment to delivering excellent guest service.
• Ability to multitask and work under pressure in a fast-paced environment.
• Proficiency in Opera Cloud is advantageous.
• High attention to detail and strong organisational skills.
• Ability to work a variety of shifts including evenings, weekends and public holidays.

WHY JOIN US

• A senior leadership role in one of Gold Coast's most recognisable restaurants
• Global Hotel and F&B Discounts
• Long-term stability and genuine progression opportunities within the company
• A professional, high-standard culture built on teamwork and respect