Guest Experience Associate – Front Office

IHG; Canberra; On-site; AUD 48,000 - 62,000; Full time

Benefits offered by this job

Paid Birthday Leave

Hotel Perks: accommodation & F&B

Enhanced parental leave

Proactive health days & flexible work

Lifelong development program

IHG Career Milestone celebrations

Transfer of entitlements

Discount retail platform access

Job summary

Crowne Plaza Canberra is seeking a Guest Service Agent to support the Front Office team and enhance the guest experience. You will manage check-in/check-out, upsell services, resolve guest issues, and assist with guest requests while maintaining a polished appearance and a welcoming demeanor.

The role requires professionalism, a strong guest-service mindset, and flexibility to work varying shifts, including weekends and public holidays.

Qualifications

• Excellent personal presentation and positive energy.
• Proven skills in guest relations, problem solving and time management; experience with Opera is a plus.
• Ideal candidate will have Front Office / Reception experience in a luxury environment.
• Team Player - works across departments to deliver Great Hotels Guest Love.
• Attention to detail and ability to create memorable guest moments.
• Flexibility to work AM/PM shifts, weekends and public holidays.
• Must have the legal right to work in Australia.

Responsibilities

• Greet guests and manage the arrival experience.
• Check-in and check-out processing, including general cashiering.
• Upsell hotel packages and services to guests.
• Recognise returning guests and IHG Rewards Club members.
• Handle guest inquiries and provide timely resolutions to issues.
• Coordinate with Duty Manager for complex problems.
• Maintain knowledge of hotel products and local attractions.

Skills

Guest relations

Problem solving

Time management

Opera knowledge

Tools

Opera PMS

Job description

Crowne Plaza Canberra is seeking a Guest Service Agent to support the Front Office team and enhance the guest experience. You will manage check-in/check-out, upsell services, resolve guest issues, and assist with guest requests while maintaining a polished appearance and a welcoming demeanor.

The role requires professionalism, a strong guest-service mindset, and flexibility to work varying shifts, including weekends and public holidays.