Guest Service Agent (Part time)

IHG Hotels & Resorts; Adelaide; On-site; AUD 45,000 - 60,000; Full time

Benefits offered by this job

Freshly laundered uniform

Wellbeing days

Birthday leave

Enhanced parental leave

Hotel and F&B discounts

Job summary

Crowne Plaza Adelaide, part of IHG Hotels & Resorts, is seeking a Guest Service Agent to deliver seamless service and local insights. You will be the friendly first contact for arrivals and a confident helper for check-in, checkout, and concierge needs.

Ideal candidates will have Front Office or Guest Services experience, familiarity with Opera PMS, and a hospitality qualification. You’ll thrive in a fast-paced hotel environment with a 24/7 rotating roster.

Qualifications

• Ideally 1 year experience in a Front Office or Guest Services role.
• Proficiency using Opera PMS is highly regarded.
• Qualifications in Hotel Management and/or Hospitality related field preferred.
• Literate and tech-savvy – good reading, writing, basic maths and computers.
• Articulate with a warm, welcoming communication style.
• Flexibility to work a 24/7 rotating roster.

Responsibilities

• Be the first point of contact to guests on arrival and during their stay.
• Ensure swift and seamless check-in/check-out processes.
• Take, manage, and process payments for bookings.
• Utilise product knowledge of rooms, rates, packages and promotions to add value.
• Maintain daily checklists and reporting for the overnight team.
• Record guest preferences and respond to messages and inquiries, in person or by phone.
• Assist guests with luggage and transport as porter/valet.
• Adhere to IHG policies and data privacy.

Skills

Front Office experience

Customer service

Communication

Problem solving

Tech-savvy

Education

Hospitality qualification

Hotel Management qualification

Tools

Opera PMS

Job description

First impressions count. To get our guests’ memorable experiences off to an unforgettable start, we’re looking for a Guest Service Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.

A little taste of your day-to-day:

At Crowne Plaza Adelaide our goal is to make business travel work. We look for people who are dynamic, confident and ambitious; people who excel in their role and help our guests succeed too!

Every day is different, but you’ll mostly be:

• Be the first point of contact to guests as they arrive at the hotel, and their lasting impression when they leave
• Making the check-in and check-out process feel swift and seamless
• Taking, managing, and receiving payments for guest bookings
• Flexing your product knowledge of room categories, rates, packages and promotions to demonstrate value to our guests
• Ensure the daily checklist and reporting is accurate. This will ensure our overnight team can perform their role
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns, whether over the phone or face to face
• Acknowledge IHG One Rewards members and returning guests, in person or on the phone
• Be a capable and confident concierge. Make sure you are aware of local events, and are armed with your own personal experiences
• Your role will double as a porter and valet, so be ready to assist guests with their luggage and transport requirements; as well as park guests’ cars while practicing safe driving techniques
• Strictly adhere to IHG policy concerning the Trade Practices Act, Gifts and Bribery and Data Privacy. Maintain all procedures and adhere to them within the IHG guidelines; with emphasis on hotel credit policy
• Champion the identification and reporting of hazards, and evaluate risks associated with them, and design and implementation of hazard control measures
• Take pride in your shared workspace, and guest areas – keep it neat and tidy

What we need from you:

• Ideally you will have 1-year previous experience in a Front Office or Guest Services related role.
• Proficiency using Opera Property Management system is highly regarded. Successful candidates will have experience using PMS to streamline guest services.
• Qualifications in Hotel Management and/or Hospitality related field preferred.
• Literate and tech-savvy – You will need a good grasp of reading, writing, basic maths and computers.
• Articulate – A great communicator, you will be warm, welcoming and easy to talk to.
• Language – Fluent in local language; extra language skills would be great, but not essential.
• Savvy problem-solving skills that will turn potential issues into opportunities.
• Look smart – adhere to personal grooming and hygiene standards.
• Fitness – you’ll be on your feet most of the day with bending and kneeling. Sometimes you’ll need to lift, push and pull objects, such as luggage and parcels up to 23 kg – we have the equipment to support you.
• A team player, ability to work in a fast-paced environment and manage multiple tasks and conflicting deadlines, as well as assist in supporting the team with other duties as required.
• Flexibility to work a 24/7 rotating roster – nights, weekend and public holiday shifts are all part of the job.
• Hold a Current, open Australian drivers licence with clear driving record.
• You must meet the legal requirements to work in Australia.

What you can expect from us:

Let’s #GoFurtherTogether and experience a place where you can be yourself, share your ideas, support your personal growth and wellbeing, and be a valued member of an inspirational team.

You’ll be rewarded for your hard work with a range of benefits that support you throughout your IHG career journey, including:

• Freshly lauraned uniform
• Proactive paid wellbeing days
• Paid birthday leave - hip hip hooray!
• Enhanced parental leave
• Some of the best discounts across our IHG Hotels & Resorts for accommodation and food & beverage
• A massive discounts platform for all your favourite brands and retailers - to help your salary go further

Most importantly, your career journey will be supported through our lifelong development programs, IHG career milestone celebrations, and transfer of leave entitlements as you move and grow with IHG.