Guest Experience Agent - Luxury Front Desk, Flexible Hours

IHG; Sanctuary Cove; On-site; AUD 50,000 - 60,000; Full time

Benefits offered by this job

Paid Birthday Leave

Discounted accommodation across IHG

Food and beverage discounts

Enhanced parental leave benefits

Flexible work options

Learning and development programs

Career milestone celebrations

Transfer of entitlements across IHG

Exclusive discounts

Job summary

InterContinental Sanctuary Cove Resort, part of IHG Hotels & Resorts, invites applications for a Full Time Guest Service Agent. You’ll be at the heart of the guest journey, delivering warm welcomes, check-ins, and personalised experiences across a luxury setting on the Gold Coast.

You’ll collaborate with multiple departments to ensure seamless service, support guest enquiries, and maintain accurate records while upholding brand standards and exceptional hospitality.

Qualifications

• Previous Front Office, Guest Service, Reservations, or hospitality experience.
• Passion for creating memorable guest experiences and exceeding expectations.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a calm, positive approach under pressure.
• Excellent attention to detail and organisational skills.
• Willingness to learn, adapt, and grow within a luxury hospitality environment.
• Ability to work independently and collaboratively within a team.
• Experience using Opera PMS or similar hotel management systems will be highly regarded.
• Flexibility to work a rotating roster including mornings, evenings, weekends and public holidays.
• Full Australian working rights.
• Current car driver's licence (Class C highly desirable).

Responsibilities

• Welcoming guests with warmth, professionalism, and genuine hospitality
• Managing guest arrivals and departures, ensuring a smooth and efficient check-in and check-out experience
• Assisting with guest enquiries, reservations, requests, and 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 across the Gold Coast
• Resolving guest concerns with empathy, confidence, and a solution-focused approach
• Building positive relationships with guests and colleagues to enhance the overall 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 that support continuous improvement

Skills

Front Office experience

Guest service

Communication

Problem solving

Attention to detail

Team player

Adaptability

Customer focus

Tools

Opera PMS

Job description

InterContinental Sanctuary Cove Resort, part of IHG Hotels & Resorts, invites applications for a Full Time Guest Service Agent. You’ll be at the heart of the guest journey, delivering warm welcomes, check-ins, and personalised experiences across a luxury setting on the Gold Coast.

You’ll collaborate with multiple departments to ensure seamless service, support guest enquiries, and maintain accurate records while upholding brand standards and exceptional hospitality.