Guest Service Agent Part Time InterContinental Melbourne The Rialto As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the intercontinental brand.
Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs.
Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.
If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.
What is the job?
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience.
As a Guest Service Agent, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction free experience.
You'll also create the warm atmosphere that makes our guests feel at home in any location.
Be the warm welcome that kicks off a memorable guest experience, checking in guests according to brand standards Take and manage guest bookings, up selling opportunities and telling them about ways to improve their stay Check out guests, receiving payments and processing transactions as outlined in procedures.
Acknowledge IHG Rewards Club members and returning guests, in person or on the phone Take pride in your appearance and place as a brand ambassador Your day to day Deliver a warm and efficient check in and check out experience, ensuring every guest feels welcomed and valued.
Handle guest inquiries, requests, and concerns promptly-whether in person, over the phone, or via email-to create memorable stays.
Maintain up to date knowledge of daily events, hotel services, and local attractions to assist and engage guests confidently.
Accurately process payments, manage cash floats, and handle currency exchange in line with hotel procedures.
Record guest preferences, manage profiles, and log service requests or issues to enhance personalised experiences.
Uphold IHG brand standards by recognizing IHG One Rewards members and representing the hotel with a professional appearance and attitude.
Use systems such as Opera and ESCAP effectively to manage reservations, service requests, and reports.
Follow workplace health and safety procedures, proactively reporting hazards and supporting a safe environment for guests and colleagues.
What We Need from You Ability to be on your feet most of the day, with lots of bending and kneeling.
Ability to lift, push and pull large objects like up to 50lbs (23 kg) on occasion.
Guests will need to come to you with concerns as well as compliments; you will be warm, welcoming and easy to talk to.
You will need problem solving skills to turn issues into opportunities, so every guest leaves with great memories.
Understanding that night, weekend and holiday shifts are all part of the job.
Ideally, you will have spent at least one year in a front desk or guest service position.
Ability to manage multiple tasks and conflicting deadlines.
You will need a good grasp of reading, writing, and basic maths and computers.
Fluent in local language; extra language skills would be great, but not essential.
You will have a high school diploma or qualification.
A college or university degree would be a bonus, but is not essential.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job?
We'll never know unless you hit the 'Apply' button.
Start your journey with us today.