Guest Service Agent

7 months ago

Coogee, Australia Crowne Plaza Hotels & Resorts Full time

There’s nothing complicated about dealing with business people.

They’re just people. Doing business.

By day, international marketing superhero. By night: fluffy bath robe and a box set.

Like Liz, who’s left her laptop cable in the cab. Or Mario, who’s secretly missing his cats. The
early riser, who’s first in the gym. The sales team preparing for the ‘big pitch’ over a
freshly prepared lunch. At Crowne Plaza Hotels and Resorts, we embrace the new world of
business and understand that Modern business travellers want a hotel (and a hotel team)
that understands and supports them, helping at every turn.

**What's the job?**

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Service Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. You’ll have ambition, talent and obviously, some key skills.

**Your day-to-day**
- Be the first point of contact to guests as they arrive at the hotel, and their lasting impression when they leave
- Perform check in and check out duties, take and manage guest bookings and maximise up-selling opportunities.
- Ensure the daily checklist and reporting is accurate. This will ensure our overnight team can perform their role
- Stay one step ahead of guests’ needs - record and act on their preferences, and handle their messages, requests, questions and concerns, whether over the phone or face to face
- Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
- Strictly adhere to IHG policy concerning the Trade Practices Act, Gifts and Bribery and Data Privacy. Maintain all procedures and adhere to them within the IHG guidelines; with emphasis on hotel credit policy
- Be a capable and confident concierge. Make sure you are aware of local events, and are armed with your own personal experiences
- Champion the identification and reporting of hazards, and evaluate risks associated with them, and design and implementation of hazard control measures
- Take pride in your shared workspace, and guest areas - keep it neat and tidy

**What we need from you**
- The right to work in Australia
- 1 year of previous experience in a Front Office or Guest Services related role
- Qualifications in Hotel Management and/or Hospitality related field (preferred)
- Experience using Opera Property Management System is highly regarded
- Literacy and tech-savviness
- Strong communication skills
- Warm, welcoming energy
- Fluency in the English language; extra language skills would be great, but not essential
- Problem-solving skills that will turn potential issues into opportunities
- High grooming and hygiene standards
- Fitness - you’ll be on your feet most of the day with bending and kneeling. Sometimes you’ll need to lift, push and pull objects, such as luggage and parcels up to 23 kg - we have the equipment to support you
- Ability to work in a team and in a fast-paced environment and manage multiple tasks and conflicting deadlines, as well as assist in supporting the team with other duties as required
- Flexibility to work a 24/7 rotating roster - nights, weekend and public holiday shifts are all part of the job

**What we offer**

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - including free duty meals, free parking, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?
Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hote

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