Guest Service Agent

InterContinental Hotels Group; Canberra; On-site; AUD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking hotel brand where you can shine in a full-time role dedicated to guest satisfaction. In this vibrant environment, you'll engage with guests, ensuring their needs are met with a smile and a helpful attitude. Your role will involve managing check-ins, resolving complaints, and creating memorable experiences for guests. With a focus on teamwork and attention to detail, you'll contribute to a culture that celebrates diversity and inclusivity. Enjoy a suite of perks, including accommodation discounts and flexible work options, as you embark on a rewarding career journey with an industry leader.

Benefits

Accommodation Discounts

Food & Beverage Discounts

Enhanced Parental Leave

Proactive Health Days

Flexible Work Options

Lifelong Development Program

Career Milestone Celebrations

Discount Retail Platform

Qualifications

• Previous experience in the hotel or hospitality industry.
• Working knowledge of hotel property management systems.

Responsibilities

• Help guests with their needs and maintain good relations.
• Process check-in/check-out functions and handle complaints.
• Provide thoughtful recommendations about hotel and surroundings.

Skills

Guest Relations

Problem Solving

Time Management

Attention to Detail

Team Player

Education

Experience in Hospitality

Tools

Opera PMS

Job description

Hotel Brand: Crowne Plaza Hotels & Resorts
Location: Australia, Australian Capital Territory, Canberra

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:

• 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 #Gofurthertogeher.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the ‘Apply’ button.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.