The role of a Guest Service Agent is pivotal in creating memorable experiences for our guests. To achieve this, we are looking for an individual who can make transactions seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.
About the Role
* As the first point of contact for guests upon arrival, you will set the tone for their entire stay, making a lasting impression that will be remembered long after they depart.
* Ensure that check-in and check-out processes are swift and efficient, providing a hassle-free experience for our guests.
* You will be responsible for taking, managing, and receiving payments for guest bookings, handling all financial transactions with accuracy and transparency.
* Develop product knowledge of room categories, rates, packages, and promotions to effectively demonstrate value to our guests, highlighting the unique offerings of our establishment.
* Maintain accurate daily checklists and reporting, enabling the overnight team to perform their roles effectively and ensuring a seamless handover.
* Anticipate and meet the needs of our guests by recording and acting on their preferences, handling messages, requests, questions, and concerns with professionalism and care.
* Acknowledge IHG One Rewards members and returning guests personally or over the phone, fostering a sense of loyalty and recognition.
* Act as a capable and confident concierge, aware of local events and equipped with personal experiences, providing expert recommendations and insider tips to enhance our guests' stays.
* Double as a porter and valet, assisting guests with luggage and transport requirements while adhering to safe driving techniques.
* Fully adhere to IHG policies concerning trade practices, gifts, bribery, data privacy, and credit policy, upholding the highest standards of integrity and ethics.
* IDentify and report hazards, evaluate risks, design and implement hazard control measures, and maintain shared workspace and guest areas neat and tidy, promoting a safe and healthy environment for all.
About You
1. Ideal experience: 1-year previous experience in a Front Office or Guest Services related role.
2. Proficiency in Opera Property Management system is highly regarded, allowing for streamlined operations and enhanced guest satisfaction.
3. Qualifications in Hotel Management and/or Hospitality related field are preferred, but not essential for consideration.
4. Literate and tech-savvy, with good reading, writing, basic math, and computer skills, ensuring effective communication and record-keeping.
5. Articulate, warm, welcoming, and easy to talk to, possessing excellent interpersonal and customer service skills.
6. Fluent in local language; extra language skills welcome but not essential, demonstrating adaptability and flexibility in a multicultural environment.
7. Savvy problem-solving skills to turn potential issues into opportunities, showcasing creativity and resourcefulness in high-pressure situations.
8. Look smart, adhering to personal grooming and hygiene standards, presenting a professional image at all times.
9. Fitness: be on your feet most of the day, bending, kneeling, lifting, pushing, and pulling objects up to 23 kg, with support equipment available, maintaining physical stamina and endurance.
10. A team player, working in a fast-paced environment, managing multiple tasks, conflicting deadlines, and supporting the team with other duties as required, demonstrating collaboration and flexibility.
11. Flexibility to work a 24/7 rotating roster, including nights, weekends, and public holiday shifts, accommodating diverse scheduling needs and demands.
12. Hold a Current, open Australian drivers licence with a clear driving record, ensuring road safety and responsibility.
13. Meet the legal requirements to work in Australia, adhering to relevant laws and regulations.