Night Front Desk Agent - Guest Experience & Upsell

InterContinental Hotels Group; Geelong; On-site; AUD 52,000 - 72,000; Full time

Job summary

InterContinental Hotels Group in Geelong is seeking a Front Office professional to cover night shifts. You will greet guests, assist with check-in and check-out, provide information on hotel services and local attractions.

You will manage reservations, handle payments, maintain guest records, coordinate with other departments, and ensure the lobby and front desk remain clean, organized, and welcoming while anticipating guests' needs.

Responsibilities

• Greets guests warmly and learns their name whenever possible.
• Assist guests with check-in and check-out efficiently and accurately.
• Provide information about hotel amenities, services, and local attractions.
• Upsell products and special promotions as needed.
• Handle guest inquiries and resolve issues professionally and promptly.
• Maintain accurate guest records in the hotel management system.
• Coordinate with other departments to meet guest requests.
• Manage room reservations, including new bookings, changes, and cancellations.
• Process payments and safeguard guest data confidentiality.
• Keep the lobby and front desk areas clean, organized, and presentable.
• Anticipate guest needs and respond to requests to boost satisfaction.
• Assist guests with transportation, dining, and entertainment arrangements.
• Maintain working knowledge of hotel policies and safety procedures.
• Complete required daily checklist items within set timeframes.
• Handle cash and credit transactions accurately and efficiently.

Job description

InterContinental Hotels Group in Geelong is seeking a Front Office professional to cover night shifts. You will greet guests, assist with check-in and check-out, provide information on hotel services and local attractions.

You will manage reservations, handle payments, maintain guest records, coordinate with other departments, and ensure the lobby and front desk remain clean, organized, and welcoming while anticipating guests' needs.