About Us Welcome to the height of luxury, where heritage wonder and contemporary flair collide. Centrally positioned in the heart of Circular Quay, InterContinental Sydney extends breathtaking panoramic views of the Sydney Opera House and Sydney Harbour Bridge.Set within the beautifully restored Treasury Building of 1851, InterContinental Sydney is renowned as one of the city's prized icons. With 509 guest rooms including 28 luxury suites, an award-winning and world class Club InterContinental lounge and vibrant dining venues, a complete five-star experience awaits.We invite you to join us at this incredibly exciting time for our Hotel, as Guest Contact Supervisor. Our Guest Contact Centre is the first point of contact for all internal and external telephone calls, room and restaurant reservations, In Room Dining orders and all other guest requests.Leading the guest contact team, your team are the "voice of the hotel" with you and your team covering this service 7 days a week, predominately 7.00am to 11.00pm. Your day to day Our Guest Contact Centre Supervisors lead a team of 5 guest contact agents and are the heart of communications across the hotel. This includes managing a high volume of calls from our internal guests ranging from room service orders, to room enquiries, to questions on the local area.Your team is also the first point of contact for all external calls including booking enquiries, pre arrival questions and much more!Our Guest Contact agents also manage and respond to guest enquiries via email and also manage KIPSU, so this is a busy, high volume department across a number of communication channels.Providing exceptional service, solving problems, connecting people, following up on enquiries and the ability to take ownership and resolve any issue or request is the key focus of your team in creating a seamless, luxury experience for our guests.As the department supervisors you report into the Front Office Manager and have a close working relationship with our reservations team, housekeeping, culinary, engineering and food and beverage. If this role sounds like you, we would love to hear from you. What we need from you Previous experience in a similar role, ideally within a luxury hotel or a comparable environmentA minimum of 12 months of customer service experience in either telephone or face-to-face enquiries in a high-volume areaYou MUST have previous experience at Team leader or supervisor level with proven success in leading and managing a teamExperience in various Computer applications.Fluent in English (additional languages welcomed)Passionate about delivering warm and welcoming customer service & memorable guest experiencesAmazing communication skills both on the phone & in person- you are a people's person and this shines throughExcellent attention to detail & commitment to high standards - we are a Luxury hotel experience You must meet the legal requirements to live & work in Australia.This role is not suitable for WHV as we require a longer term commitment and a person who wants to grow their hotel career What we offer You'll be rewarded for your hard work with a range of benefits that support you throughout your IHG career journeySupportive team environment Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverageA massive colleague discounts platform for all your favorite brands and retailersPaid birthday leave Enhanced parental leave programProactive paid wellness and mental health daysFree meals on shiftYour career journey will be supported through our lifelong development programs, IHG career milestone celebrations, and transfer of entitlements as you move and grow with IHG.We are proud to be InterContinental Sydney and proud to be IHG and we know you will be too. Lets Go Further TogetherVisit http://careers.ihg.com/ to find out more about us.