Mondrian Guest Services (Telephone Operator)

Company Description

Mondrian is a way of travel. With its groundbreaking design and progressive programming, it is a “must” destination for locals or travellers. Mondrian is always at the heart of the most exciting cultural scenes in the world, serving up innovation and creativity for everyone. Mondrian provides a playful framework so that guests and locals alike can immerse themselves in the culture of each city it inhabits.

Mondrian Gold Coast is set to debut on the sun-drenched esplanade of the iconic Burleigh Beach in 2025. 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.

Join our cultural precinct of imaginative spaces that reflect sun, sand and surf enveloped around dynamic dining, entertainment, a cutting-edge spa with a world-class edge.

We’re seeking creatives, innovators and disruptors who challenge the status quo and ready to be agents of change as we usher in one of the most exciting, progressive and forward-thinking brands set to make Burleigh its home.

Job Description

We are looking for Mondrian Guest Service Associates who will play a key role in delivering an outstanding guest experience by efficiently managing the hotel’s telephone system, handling guest inquiries, and addressing requests with professionalism and care. This position goes beyond answering calls – it’s about creating a memorable, personalised experience for each guest.

What You’ll Do

• Answer and route all incoming and outgoing calls in a prompt, professional, and courteous manner, ensuring that the hotel’s communication standards are upheld.  
• Respond to guest questions and requests regarding hotel services, facilities, and local attractions, or direct them to the appropriate department for further assistance.  
• Act as a liaison between departments to relay guest requests (e.g., housekeeping, maintenance, or food & beverage) and ensure prompt service.  
• Address guest concerns and complaints promptly, implementing effective service recovery strategies.
• Actively listen to guest feedback over the phone and relay it to the relevant departments for service improvement, ensuring that guest satisfaction is continuously enhanced.  

Qualifications

What We’re Looking For

• Prior experience as a PABX/Telephone Operator, Front Office agent, or similar role in a hotel or customer service environment.  
• Familiarity with PABX systems and Opera/Opera Cloud is highly advantageous.  
• Excellent verbal communication and telephone etiquette with a strong focus on guest service.  
• Ability to handle guest complaints or issues calmly and professionally.  
• Strong attention to detail and ability to manage multiple tasks efficiently.  
• Ability to handle high call volumes and prioritise tasks in a fast-paced environment.
• Ability to work varied shifts, including evenings, weekends, and holidays.  
• Must have Full Australian Working Rights.

Additional Information

Mondrian Gold Coast is an equal opportunity employer. We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.