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Customer Service Representative: Enhance Guest Experiences
2 weeks ago
Crowne Plaza Canberra is a hotel seeking an experienced Guest Service Agent. As the first point of contact, you will play a key role in enhancing our guests' experience by providing exceptional customer service, handling check-in and check-out procedures, and addressing any guest concerns.
This is a full-time role suitable for candidates with previous experience in the hotel or hospitality industry. You will be working in a dynamic team environment, where you will collaborate with other departments to deliver seamless services.
Key Responsibilities:- Provide personalized assistance to guests, including checking them in and out, handling room assignments, and resolving any issues they may encounter.
- Maintain a professional appearance by wearing your uniform and adhering to grooming policies.
- Communicate regularly with team members and other departments to foster good relations and engagement.
- Greet guests warmly, recognizing regular guests and IHG Rewards Club members, and ensuring a positive arrival experience.
- Handle guest complaints and provide service recovery, referring issues to the Duty Manager when necessary.
- Process check-in and check-out procedures, including cashiering and guest account management.
- Be knowledgeable about the hotel and local surroundings to make helpful recommendations.
- Excellent personal presentation and positive attitude.
- Proven skills in guest relations, problem-solving, and time management; experience with hotel property management systems like Opera is a plus.
- Previous Front Office or Reception experience in a luxury environment focused on attentive guest service.
- Team player who collaborates across departments to deliver exceptional service.
- Attention to detail to create memorable guest experiences.
- Flexibility to work mornings, evenings, weekends, and public holidays.
We offer a range of benefits to support your wellbeing and career growth, including paid leave, hotel perks, enhanced parental leave, health days, and flexible work options. At IHG, we are committed to creating inclusive teams that celebrate diversity and support all colleagues. We are an equal opportunity employer and welcome applicants regardless of their background or circumstances.
