Guest Service Agent Full Time

First impressions count. To get our guests' memorable experiences off to an unforgettable start, we're looking for a Front Desk Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.

A little taste of 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:

- Ideally you will have 1-year 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 maths and computers
- Articulate - A great communicator, you will be warm, welcoming and easy to talk to
- Language - Fluent English; 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 drivers licence with clear driving record
- You must meet the legal requirements to work in Australia

What you can expect from us:
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 a full uniform, 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.

Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect base to connect on business, pleasure or a blend of both. We've thoughtfully designed our spaces to encourage, support and celebrate great connections. We're also big on meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.

Our branded service style 'Dare to Connect' is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on an emotional level. Where colleagues take their initiative and use their personality because they make a crucial