About Us
Welcome to the height of luxury, where heritage wonder and contemporary flair collide. Centrally positioned in the heart of Circular Quay, InterContinental Sydney extends breathtaking panoramic views of the Sydney Opera House and Sydney Harbour Bridge.
Set within the beautifully restored Treasury Building of 1851, InterContinental Sydney is renowned as one of the city's prized icons. With 509 guest rooms including 28 luxury suites, an award-winning and world class Club InterContinental lounge and vibrant dining venues, a complete five-star experience awaits.
Due to an internal promotion, we invite you to join us as part of our Front Office team as an Instant Service Agent Full-time and Part Time opportunity available.
Your day to day
Our Instant Service team is the first point of contact for all internal and external hotel calls, making you the true voice of the hotel and a key part of every guest's journey.
Operating seven days a week, primarily between 7.00am and 11.00pm, this role offers a variety of day, afternoon and early evening shifts, ensuring no two weeks feel the same.
As the heart of guest communications, you'll manage enquiries across phone, text and email with confidence, warmth and professionalism. From simple requests to time-critical moments, you'll be a real-time problem solver, coordinating solutions behind the scenes and turning "Can you help?" into "That was amazing service"
Every interaction is an opportunity to create a seamless, memorable experience.
What You Will do
* Be the friendly first voice guests hear, delivering prompt, professional responses to calls, texts and emails in line with brand standards.
* Coordinating service requests and follow-ups across departments to ensure timely delivery.
* Act as a hotel insider, confidently sharing information about our facilities, local highlights and must-know tips to enhance every guest stay.
* Turn challenges into positive experiences by resolving guest concerns with confidence, empathy and effective service recovery.
* Stay one step ahead by keeping up to date with VIP arrivals and in-house groups, attending daily briefings and collaborating with the team to deliver seamless service.
* You build strong connections with teams across the hotel. Instant Service truly knows everyone.
About You
· Previous experience in hospitality, customer service or call-centre environments is an advantage, but not essential, we value attitude and willingness to learn.
· Exceptional service standards and ability to build rapport and connection over the phone and via email
· Excellent written & communication skills with strong English both written and verbal. Ability to speak a second language highly desirable.
· Strong organisational skills, with strong attention to detail and focus on accuracy
· Ability to work in a fast-paced environment, we are a busy hotel running a full occupancy with a high standard of guest service.
· You must meet the legal requirements to live & work in Australia with no restriction
This is a Full Time or Part Time permanent role so not suitable for students, WHV holders or temporary visa holders
What we offer
You'll be rewarded for your hard work with a range of benefits that support you throughout your IHG career journey
* Supportive Team environment with lots of opportunity for training and development
* Paid birthday leave
* Enhanced parental leave program
* Proactive paid wellness and mental health days
* Free meals on shift
* Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverage
* A massive colleague discounts platform for all your favorite brands and retailers
* Your career journey will be supported through our lifelong development programs, IHG career milestone celebrations, and transfer of entitlements as you move and grow with IHG.
We are proud to be InterContinental Sydney and proud to be IHG and we know you will be too.
Visit to find out more about us.