Front Office Guest Services Agent
A Warm Welcome Awaits You At InterContinental Hotels Group!
As a Front Office Guest Services Agent, you are the first point of contact for our valued guests. Your warm smile and genuine hospitality set the tone for an unforgettable stay with us.
Your Responsibilities:
• Check-in and check-out guests efficiently and accurately, ensuring a seamless experience.
• Manage guest bookings and up-sell opportunities to maximize revenue.
• Maintain accurate daily reports and ensure the overnight team has all necessary information to perform their duties.
• Anticipate and exceed guests' needs by recording and acting on their preferences, handling messages, requests, questions, and concerns in a timely and caring manner.
• Recognize and reward IHG Rewards Club members and returning guests with personalized service.
Safety First:
• Adhere to IHG policies regarding the Trade Practices Act, Gifts and Bribery, and Data Privacy, maintaining confidentiality at all times.
• Identify and report hazards, evaluate risks, and design/ implement effective hazard control measures to maintain a safe working environment.
• Champion cleanliness and organization within the shared workspace and guest areas.
The Ideal Candidate:
• Minimum 1-year experience in a Front Office or Guest Services role
• Qualifications in Hotel Management and/or Hospitality preferred
• Proficiency in Opera Property Management System a plus
• Excellent communication and problem-solving skills
• Fluency in local language (English); additional languages an asset
• Ability to work a 24/7 rotating roster, including nights, weekends, and public holidays
• Current, open Australian driver's license with clear driving record
We Live True Hospitality:
At InterContinental Hotels Group, we prioritize people and demonstrate our commitment to making a positive difference through our promise of True Hospitality. This is reflected in our core service skills:
True Attitude: being caring, building genuine connections, and making a positive impact
• True Confidence: having knowledge and skills to deliver exceptional service
• True Listening: focusing on guests' needs and wants
• True Responsiveness: providing timely and caring service
This job description represents key duties and the level of work being performed. It is not exhaustive, and we encourage applicants who may not meet every requirement but believe they would thrive in this role.