Guest Services Agent

**Guest Services Agent**

**About us**

Crowne Plaza Perth is located in the heartland of beautiful Perth, Western Australia with picturesque Langley Park at the hotel’s doorstep. An upscale riverside hotel with spectacular views of the city’s iconic Swan River, just minutes from the Perth CBD, the Crowne Plaza Perth is in the ultimate location.

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.

We are currently recruiting a Guest Services Specialist - Front Desk who works under the direction and guidance of the Front Office Duty Manager.

You will be person our guests 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. To be successful in this role you will have ambition, talent and obviously, some key skills.

To ensure your success from day one you will be provided with Crowne Plaza brand service training within 30 days of joining us. Crowne Plaza brand service training includes Orientation and Crowne Plaza Dare to Connect Experience training.

IHG orientation and service training. IHG orientation and service training includes Welcome to IHG, IHG One Rewards compliance training, True Hospitality Service Skills and IHG Problem Handling.

**Your day-to-day**

Be the first point of contact for guests as they arrive at the hotel, and their lasting impression when they leave.

Perform check in and check our duties, take and manage guest bookings and maximizes 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, where 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 you are armed with your own personal experiences.

Champion the identification and reporting of hazards, and evaluate risks associated with them, and design and implement hazard control measures.

Take pride in your shared workspace, and guest areas - keep it neat and tidy.

**What we need from you**
- Ideally you will have 1 year’s 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.
- Literate and tech-savvy - you will need a good grasp of reading, writing, basic math and computers.
- 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 will be on your feet most of the day bending and kneeling. Sometimes you’ll need to lift, push and pull objects, such as luggage and parcels up to 23 kg 0 we have the requirement 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.
- You must the meet the legal requirements to work in Australia.