Guest Service Agent

2 months ago

Dandenong, Australia Holiday Inn Full time

**Guest Serice Agent - Holiday Inn Dandenong**

As a Hotel Guest Service Agent, you play a crucial role in providing exceptional customer service to hotel guests.
You are responsible for ensuring a smooth and pleasant experience for guests from check in to check out. Your
primary goal will be to exceed guest expectations by addressing their needs, resolving issues promptly, and
maintaining a welcoming and friendly atmosphere. This position requires excellent communication and problem
solving skills, a strong attention to detail, and the ability to multitask effectively in a fast-paced environment.

**Your day to day**
- Greet guests upon arrival and provide a warm and friendly welcome.
- Assist guests with check in and check out processes efficiently and accurately.
- Provide information about hotel amenities, services, and local attractions to enhance the guest experience.
- Handle guest inquiries and resolve complaints or issues in a professional and timely manner.
- Maintain accurate guest records and update information in the hotel management system.
- Coordinate with other hotel departments to ensure guest requests and special requirements are met
promptly.
- Manage room reservations, including making new reservations, modifying existing bookings, and
processing cancellations.
- Process payments, collect and record guest information, and maintain confidentiality of all guest data.
- Ensure the lobby, front desk area, and common areas are clean, organized, and presentable at all times.
- Anticipate and respond to guests' needs and requests to enhance their overall satisfaction.
- Collaborate with the concierge team to assist guests with transportation, dining, and entertainment
arrangements.
- Maintain a working knowledge of hotel policies, procedures, and safety protocols.
- Handle cash and credit transactions accurately and efficiently.

**What we need from you**
- Previous experience in a similar role, preferably in a hotel or hospitality environment would be advantageous.
- Strong numerical and analytical skills, with attention to detail and accuracy in financial transactions.
- Excellent interpersonal and communication skills to interact effectively with guests and colleagues.
- Proficient computer skills, including experience with property management systems and accounting software.
- Ability to work independently and make sound decisions, even in high pressure situations.
- Strong organizational and time management skills to prioritize tasks effectively
- Flexibility to work overnight shifts, weekends, and holidays as required

**How do I deliver this?**

**We genuinely care about people and we show this through living out our promise of True Hospitality each and**
**every day. It’s what connects every colleague in all IHG ® hotels.**

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core
service skills.
- **True Attitude**: being caring, wanting to make a positive difference, and building genuine connections with
guests
- **True Confidence**: having the knowledge and skills to perform your role, and giving guests the confidence
that they can trust you, to help and support them during their stay
- **True Listening**:focusing on what your guest is saying, picking up on body language that is often overlooked,
and understanding what the guest wants and needs
- **True Responsiveness**: is about providing guests with what they need, and doing so in a timely and caring
manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing
the right thing and understanding people.

**What we offer**

Join us and you’ll become part of the global IHG family and like all families, all our individual team members
share some winning characteristics. As a team, we work better together we trust and support each other, we
do the right thing and we welcome different perspectives. You need to show us you care: that you notice the
little things that make a difference to guests as well as always looking for ways to improve visit
- At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal_
- employment opportunities to applicants and employees without regard to an individual's, race, colour, ethnicity,_
- national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial_
- status, veteran status or any other characteristic protected by l_aw.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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