Guest Service Agent

InterContinental Hotels Group; Canberra; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Paid Birthday Leave

Hotel Perks – accommodation and F&B

Enhanced parental leave

Proactive health days and flexible工作

Lifelong development program

IHG Career Milestone celebrations

Transfer of entitlements

Discount retail platform access

Job summary

InterContinental Hotels Group's Crowne Plaza Canberra is seeking a Guest Service Agent to join our Front Office team. You will greet guests, manage check-in/out, upsell where appropriate and resolve issues to ensure a seamless stay.

A luxury hospitality mindset and readiness to work across shifts are essential. You will deliver memorable service, build guest recognition, support team engagement and maintain knowledge of our products, including packages and local recommendations, to enhance the

Qualifications

• Excellent personal presentation and positive energy.
• Proven skills in guest relations, problem solving and time management; working knowledge of hotel property management systems such as Opera.
• Front Office / Reception experience in a luxury environment focused on attentive guest service.
• Team Player - working across all Departments to deliver Great Hotels Guest Love
• Attention to detail – creating amazing guest service moments with the team
• Flexibility - working weekends and public holidays are all part of the job
• Have the legal right to work in Australia.
• The ability to work AM and PM shifts, including on weekends and public holidays.

Responsibilities

• Help guests with requests and directions.
• Greet guests and manage arrival experience.
• Assist with check-in/check-out and cashiering.
• Upsell rooms, packages, and services where appropriate.
• Provide memorable guest recognition and respond to inquiries.
• Refer complex issues to Duty Manager when needed.
• Maintain knowledge of hotel products and services to advise guests.

Skills

Guest relations

Problem solving

Time management

Opera PMS

Team player

Attention to detail

Tools

Opera PMS

Job description

Crowne Plaza Canberra is looking for a Guest Service Agent to grow a great team. As a Guest Service Agent for Crowne Plaza Canberra, you'll play a big part inour guest experience, including check-in and check-out, upselling, problem resolution, providing guest recognition andassisting our guests with any requests they may have. Your ability to deliver our guests a seamless and memorable Crowne PlazaCanberra experience will make you an integral member of the Front Office team.

This is a full-time role, which would suit a candidate with previous experience working in the hotel or hospitality industry.

Your day to day

Following are some ideal day to day activities but not limited to

• Help guests - you’ll be happy to help if someone needs a toothbrush or directions for example.
• Look smart – wear your uniform with pride and adhere to hotel grooming policy.
• Regularly communicate with the team and other departments in order to maintain good relations & improve team engagement.
• Champion the arrival experience of the hotel, greet all guests and offer appropriate greetings and ensure to recognize regular guests and IHG Rewards Club members
• Handle guests' complaints and provide service recovery when applicable. Refer problems to the Duty Manager when assistance is required.
• Process check in/ check-out functions, including general cashiering and processing of guest accounts.
• Be knowledge about hotel and surroundings to be able to make thoughtful recommendations to our guests.
• Use other safety, emergency equipment, plant materials tools and substances provided in the workplace as directed or as required in safety procedures.
• Be knowledgeable on products we are selling – rooms, packages, car parking etc.
• Understand the hotel product offering to be able to effectively explain to guests.

What we need from you

• Excellent personal presentation and positive energy.
• Proven skills in guest relations, problem solving and time management; and ideally have a working knowledge of hotel property management systems such as Opera.
• The idealcandidate will also havesimilar Front Office / Reception experience ina luxury environmentfocused on attentive guest service.
• Team Player - working across all Departments to deliver Great Hotels Guest Love
• Attention to detail – creating amazing guest service moments with the team
• Flexibility - working, weekends and public holidays are all part of the job
• Have the legal right to work in Australia.
• The ability to work AM and PM shifts, including on weekends and public holidays.

You’ll be rewarded for your hard work with a suite of benefits that supports you and your family's wellbeing, including:

• Paid Birthday Leave
• Hotel Perks like accommodation and Food & Beverage discounts
• Enhanced parental leave
• Proactive health days and flexible work options
• Your career journey will be supported through our lifelong development program
• IHG Career Milestone celebrations
• Transfer of entitlements as you move and grow with IHG
• Access to our discount retail platform that makes your pay go even further

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

We are proud to be IHG and we know that you will be too #Gofurthertogether.