Guest Service Agent (Full-time & Part-time) | Crowne Plaza Geelong

InterContinental Hotels Group; Geelong; On-site; AUD 45,000 - 60,000; Full time

Job summary

Crowne Plaza Geelong, part of InterContinental Hotels Group, is seeking a Guest Service Agent to welcome guests, assist with check-in and check-out, and provide personalised service that starts from the moment of arrival.

You will manage reservations, upsell services, handle guest inquiries, coordinate with other departments, and ensure the lobby and front desk areas are presentable, while upholding IHG standards and safety policies.

Qualifications

• Previous experience in a similar role, preferably in a hotel or hospitality environment.
• Strong numerical and analytical skills, with attention to detail and accuracy in financial transactions.
• Excellent interpersonal and communication skills to interact effectively with guests and colleagues.
• Fluency in English is essential; additional language skills are advantageous.
• Proficient computer skills, including experience with property management systems and accounting software. Opera Cloud experience would be desirable.
• Ability to work independently and make sound decisions, even in high-pressure situations.
• Strong organisational and time management skills to prioritize tasks effectively.
• Flexibility to work a rotating roster including evenings, weekends, and public holidays as required.
• Full driver's licence for valet car parking (manual licence is a bonus!).

Responsibilities

• Greet guests at all times in a friendly and helpful manner and use guest names at every opportunity.
• Assist guests with check-in and check-out processes efficiently and accurately.
• Assist guests with luggage including storage and retrieval of stored luggage.
• Park and retrieve vehicles for guests using the hotel valet car parking service using safe driving practices.
• Provide information about hotel amenities, services, and local attractions to enhance the guest experience.
• Up-sell products and special promotions as needed.
• Handle guest inquiries and resolve complaints or issues in a professional and timely manner.
• Maintain accurate guest records and update information in the hotel management system.
• Coordinate with other hotel departments to ensure guest requests and special requirements are met promptly.
• Manage room reservations, including making new reservations, modifying existing bookings, and processing cancellations.
• Process payments, collect and record guest information, and maintain confidentiality of all guest data.
• Ensure the hotel entrance, lobby, front desk area, and common areas are clean, organised, and presentable at all times.
• Anticipate and respond to guests' needs and requests to enhance their overall satisfaction.
• Assist guests with transportation, dining, and entertainment arrangements.
• Maintain a working knowledge of hotel policies, procedures, and safety protocols.
• Complete required daily checklist items with set timeframes.
• Handle cash and credit transactions accurately and efficiently.

Skills

Guest service

Check-in/check-out

Communication

English fluency

PMS experience

Valet parking

Cash handling

Time management

Independent decisions

Tools

Opera Cloud

Job description

At Crowne Plaza, we believe memorable stays start with exceptional experiences. Located on Geelong's vibrant waterfront and within the Nyaal Banyul Geelong Convention and Exhibition Centre precinct, Crowne Plaza Geelong offers contemporary accommodation, elevated dining, and versatile event spaces for meetings, conferences, weddings, and social celebrations.

Featuring 200 stylish guest rooms, Sociali Trattoria Italian restaurant, a spectacular Skyline Bar with sweeping views across Corio Bay, premium leisure facilities, and state-of-the-art conference spaces, Crowne Plaza Geelong is designed to deliver an outstanding experience for both business and leisure travellers.

As a Guest Service Agent, you will be at the heart of the guest experience, creating memorable first impressions and bringing genuine hospitality to every interaction. From welcoming guests on arrival and assisting with check-in and check-out, to providing local recommendations and resolving guest enquiries, you will play a key role in ensuring every stay is seamless, personalised, and memorable.

Your day-to-day

• Greet guests at all times in a friendly and helpful manner and use guest names at every opportunity.
• Assist guests with check-in and check-out processes efficiently and accurately.
• Assist guests with luggage including storage and retrieval of stored luggage.
• Park and retrieve vehicles for guests using the hotel valet car parking service using safe driving practices.
• Provide information about hotel amenities, services, and local attractions to enhance the guest experience.
• Up-sell products and special promotions as needed.
• Handle guest inquiries and resolve complaints or issues in a professional and timely manner.
• Maintain accurate guest records and update information in the hotel management system.
• Coordinate with other hotel departments to ensure guest requests and special requirements are met promptly.
• Manage room reservations, including making new reservations, modifying existing bookings, and processing cancellations.
• Process payments, collect and record guest information, and maintain confidentiality of all guest data.
• Ensure the hotel entrance, lobby, front desk area, and common areas are clean, organised, and presentable at all times.
• Anticipate and respond to guests' needs and requests to enhance their overall satisfaction.
• Assist guests with transportation, dining, and entertainment arrangements.
• Maintain a working knowledge of hotel policies, procedures, and safety protocols.
• Complete required daily checklist items with set timeframes.
• Handle cash and credit transactions accurately and efficiently.

What we need from you

• Previous experience in a similar role, preferably in a hotel or hospitality environment.
• Strong numerical and analytical skills, with attention to detail and accuracy in financial transactions.
• Excellent interpersonal and communication skills to interact effectively with guests and colleagues.
• Fluency in English is essential; additional language skills are advantageous.
• Proficient computer skills, including experience with property management systems and accounting software. Opera Cloud experience would be desirable.
• Ability to work independently and make sound decisions, even in high-pressure situations.
• Strong organisational and time management skills to prioritize tasks effectively.
• Flexibility to work a rotating roster including evenings, weekends, and public holidays as required.
• Full driver's licence for valet car parking (manual licence is a bonus!).

What you can expect from us:

At IHG, we give our people everything they need to succeed; from competitive pay and global hotel discounts to world-class training and career growth opportunities.

We're committed to creating a culture where everyone feels welcome, valued, and respected. IHG Hotels & Resorts is an equal opportunity employer that celebrates diversity and encourages you to bring your whole self to work.

As one of the world’s leading hotel groups, we're here to deliver True Hospitality for Good - making every guest and colleague feel cared for, recognised, and respected wherever they are. Start your journey with us today.