Guest Service Agent | Part Time | InterContinental Melbourne The Rialto
Join to apply for the Guest Service Agent | Part Time | InterContinental Melbourne The Rialto role at IHG Hotels & Resorts .
Overview
As the world's largest family of luxury hotels, we take 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. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give guests a personal and enriching experience.
What is the job?
The moment a guest steps into one of our hotels, they walk into a memorable experience. As a Guest Service Agent, you'll be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction‑free experience, while creating a warm atmosphere that makes guests feel at home in any location.
Responsibilities
* 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 tell guests about ways to improve their stay
* Check out guests, receive payments and process 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 serve as a brand ambassador
* Deliver efficient check‑in and check‑out experiences, 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 personalized 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
Qualifications
* 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 (23kg) on occasion
* Warm, welcoming, and easy to talk to, as guests will come to you with concerns as well as compliments
* Problem‑solving skills to turn issues into opportunities, so every guest leaves with great memories
* Understanding that night, weekend and holiday shifts are part of the job
* Ideally, at least one year in a front desk or guest service position
* Ability to manage multiple tasks and conflicting deadlines
* Good grasp of reading, writing, basic maths and computers
* Fluent in the local language; extra language skills would be great but not essential
* High school diploma or equivalent; college/university degree a bonus
Seniority level
Entry level
Employment type
Part‑time
Job function
Other
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