Customer Service Excellence
As a Customer Service Agent, you will be the face of our hotel, responsible for delivering exceptional service to our guests. Your role will involve handling transactions, providing local insights, and anticipating every detail of a seamless experience.
You will create a warm atmosphere that makes our guests feel at home. This includes being approachable, adapting to guest needs, and relating to their requirements.
* Daring to connect with guests - taking the initiative to engage with them.
* Adapting to the moment - reading guest moods and responding accordingly.
* Relating to guest needs - ensuring we understand what is important to them.
* Acknowledging IHG Rewards Club members and returning guests in person or over the phone.
* Supporting the Night Manager in ensuring the safety and security of guests overnight.
* Taking, managing, and receiving payments for guest bookings.
* Making the check-in and check-out process swift and seamless.
* Being the trusted contact for guests - assisting with everything from bill queries to restaurant recommendations.
Key Requirements
* Previous customer service experience, preferably within the hospitality industry.
* Previous experience with Opera (PMS).
* Computer savvy and particularly versed in Microsoft Excel.
* Excellent communication skills, bilingual or multilingual language skills are advantageous.
* A passionate team player, able to work in a fast-paced environment and prioritize workloads.
* Ongoing 7-day availability to work overnight shifts (11pm-7am).
* Basic mathematics skills.
* Meets the legal requirement to work in Australia.
What We Offer
We provide a competitive salary that rewards all your hard work, along with a wide range of benefits designed to help you live your best work life - including free car parking, full uniform, impressive room discounts, and free staff meals.
Our culture promotes trust, support, and acceptance, welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the space to belong, grow, and make a difference in a collaborative environment.