Guest Service Agent

11 hours ago

Melbourne, Victoria, Australia IHG Hotels & Resorts Full time $40,000 - $60,000 per year

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the intercontinental brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

What is 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.

  • Be the warm welcome that kicks off a memorable guest experience, checking in guests according to brand standards
  • Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
  • Check out guests, receiving payments and processing transactions as outlined in procedures.
  • Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
  • Take pride in your appearance and place as a brand ambassador

Your day to day

  • Deliver a warm and efficient check-in and check-out experience, ensuring every guest feels welcomed and valued.
  • Handle guest inquiries, requests, and concerns promptly—whether in person, over the phone, or via email—to create memorable stays.
  • Maintain up-to-date knowledge of daily events, hotel services, and local attractions to assist and engage guests confidently.
  • Accurately process payments, manage cash floats, and handle currency exchange in line with hotel procedures.
  • Record guest preferences, manage profiles, and log service requests or issues to enhance personalised experiences.
  • Uphold IHG brand standards by recognising IHG One Rewards members and representing the hotel with professional appearance and attitude.
  • Use systems such as Opera and ESCAP effectively to manage reservations, service requests, and reports.
  • Follow workplace health and safety procedures, proactively reporting hazards and supporting a safe environment for guests and colleagues.

What We Need From You

  • Ability to be on your feet most of the day, with lots of bending and kneeling.
  • Ability to lift, push and pull large objects like up to 50lbs (23 kg) on occasion.
  • Guests will need to come to you with concerns as well as compliments; you will be warm, welcoming and easy to talk to.
  • You will need problem solving skills to turn issues into opportunities, so every guest leaves with great memories.
  • Understanding that Night, weekend and holiday shifts are all part of the job
  • Ideally, you will have spent at least one year in a front desk or guest service position
  • Ability to manage multiple tasks and conflicting deadlines.
  • You will need a good grasp of reading, writing, and basic maths and computers
  • Fluent in local language; extra language skills would be great, but not essential
  • You will have a high school diploma or qualification. A college or university degree would be a bonus, but is not essential

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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