Front Office Guest Experience Specialist

InterContinental Hotels Group; Sanctuary Cove; Hybrid; AUD 48,000 - 62,000; Full time

Benefits offered by this job

Birthday leave

Accommodation discounts

Food & beverage discounts

Flexible work options

Wellbeing initiatives

Learning programs

Milestone recognitions

Transfer of entitlements

Retail discounts

Job summary

InterContinental Sanctuary Cove Resort is seeking a Full Time Guest Service Agent to be at the heart of the guest journey, delivering warm welcomes and seamless check-ins on the Gold Coast. You will engage with guests, convey premium service, and support a luxury hospitality experience.

The role requires strong communication, problem-solving, and the ability to work rotating shifts including mornings, evenings, weekends and public holidays.

Qualifications

• Experience in Front Office or hospitality environments is essential.
• Excellent communication and interpersonal skills are required.
• Strong problem-solving abilities and a calm, positive approach under pressure are needed.
• Attention to detail and strong organisational skills are critical to maintain guest records and standards.

Responsibilities

• Welcoming guests with warmth, professionalism, and genuine hospitality.
• Managing guest arrivals and departures, ensuring smooth check-in and check-out.
• Assisting with guest enquiries, reservations, payments with accuracy and attention to detail.
• Recognising IHG One Rewards members and returning guests to deliver personalised experiences.
• Sharing knowledge of resort facilities, dining venues, local attractions and experiences.
• Resolving guest concerns with empathy and a solution-focused approach.
• Building positive relationships with guests and colleagues to enhance the guest experience.
• Collaborating with other departments to ensure seamless service delivery across the resort.
• Maintaining accurate guest records and ensuring compliance with brand and operational standards.
• Participating in training, development programs and team initiatives.

Skills

Front Office experience

Guest service

Communication skills

Interpersonal skills

Problem-solving

Attention to detail

Organisational skills

Teamwork

Willingness to learn

Tools

Opera PMS

Job description

InterContinental Sanctuary Cove Resort is seeking a Full Time Guest Service Agent to be at the heart of the guest journey, delivering warm welcomes and seamless check-ins on the Gold Coast. You will engage with guests, convey premium service, and support a luxury hospitality experience.

The role requires strong communication, problem-solving, and the ability to work rotating shifts including mornings, evenings, weekends and public holidays.