Guest Service Agent

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

Job summary

The voco Gold Coast, part of IHG Hotels & Resorts, is seeking a friendly Guest Service Agent on a casual basis to join our Front Office team in Surfers Paradise.

You will welcome guests, assist with check-in/check-out, handle enquiries, manage reservations and provide local knowledge to enhance stays. Opera PMS experience is highly regarded and you should be flexible to a roster including evenings, weekends and public holidays.

Qualifications

• Previous customer service, hospitality or hotel experience preferred.
• Unrestricted Australian work rights.
• Experience using Opera PMS is highly regarded.

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

Skills

Customer service

Communication

Interpersonal skills

Attention to detail

Teamwork

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.