Guest Services Agent

**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

Your role will double as a porter and valet, so be ready to assist guests with their luggage and transport requirements; as well as park guests’ cars while practicing safe driving techniques

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**

Must have minimum of 1-year 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

Literate and tech-savvy - You will need a good grasp of reading, writing, basic math and computer skills

Articulate - A great communicator, you will be warm, welcoming and easy to talk to

Language - Fluent in local language; extra language skills would be great, but not essential

Savvy problem-solving skills that will turn potential issues into opportunities

Look smart - adhere to personal 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

A team player, ability to work 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

Hold a Current, open Australian driver's license with clear driving record

You must meet the legal requirements to work in Australia

**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

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

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.