Guest Service Agent

IHG; Gold Coast City; On-site; AUD 30,000 - 39,000; Part time

Benefits offered by this job

Employee accommodation discounts

Ongoing training and development

Supportive team environment

Career progression opportunities

Central Surfers Paradise location

Job summary

voco Gold Coast, part of IHG, invites applications for a Guest Service Agent on a casual basis within our Front Office team. You’ll be the first and last point of contact, delivering warm hospitality from check-in to check-out and assisting guests with enquiries and requests.

Join a vibrant property in Surfers Paradise, where flexible shifts, ongoing training, and employee discounts across IHG hotels await. Prior experience in hospitality and Opera PMS is highly regarded.

Qualifications

• Experience in customer service or hospitality is preferred.
• Ability to learn new computer systems quickly.
• Flexible to work a roster including evenings, weekends and holidays.

Responsibilities

• Check-in/check-out of guests and manage reservations.
• Handle guest enquiries and requests with professionalism.
• Provide local knowledge and recommendations.
• Process payments and maintain guest records accurately.
• Coordinate with housekeeping and other hotel teams.
• Answer phone calls and respond to email enquiries.
• Maintain high presentation and professional standards.

Skills

Customer service

Communication skills

Interpersonal skills

Attention to detail

Organizational skills

Tools

Opera PMS

Job description

At voco Gold Coast, we believe every guest interaction matters. We're looking for a friendly, professional and service-driven Guest Service Agent to join our Front Office team on a casual basis.

As one of the first and last people our guests meet, you'll play a key role in creating memorable experiences and ensuring every stay is seamless from check-in to check-out.

About the role

Working as part of our Front Office team, you'll deliver exceptional customer service while assisting guests with their enquiries and accommodation needs.

Key responsibilities

• Welcoming guests and completing check-in and check-out procedures
• Handling guest enquiries, requests and concerns in a professional manner
• Managing reservations and room allocations
• Processing payments and maintaining accurate guest records
• Providing local knowledge and recommendations to enhance the guest experience
• Coordinating with housekeeping, maintenance and other hotel departments
• Answering telephone calls and responding to email enquiries
• Maintaining a high standard of presentation and professionalism at all times

About you

To be successful in this role, you will:

• Have a passion for delivering exceptional customer service
• Possess strong communication and interpersonal skills
• Be confident using computer systems and learning new technology
• Have excellent attention to detail and organizational skills
• Remain calm and professional in a fast-paced environment
• Be available to work a flexible roster including evenings, weekends, public holidays and overnight shifts as required
• Previous customer service, hospitality or hotel experience is preferred
• Previous experience using Opera PMS will be highly regarded
• Hold unrestricted Australian work rights

What's in it for you?

• Competitive casual hourly rates
• Flexible shifts to suit your availability
• Employee accommodation discounts across IHG Hotels & Resorts worldwide
• Ongoing training and development opportunities
• A supportive and inclusive team environment
• Career progression opportunities within one of the world's leading hotel companies
• Work in the heart of Surfers Paradise at one of the Gold Coast's premier hotels

Join our team

If you're passionate about hospitality, enjoy meeting people from all walks of life, and want to build your career with a globally recognised hotel brand, we'd love to hear from you.