Job Description
Guest Service Agent Role:
We are seeking a skilled Guest Service Agent to join our team at Crowne Plaza Canberra. As a key member of the Front Office team, you will play a vital role in delivering exceptional guest experiences.
Key Responsibilities:
* Deliver seamless and memorable guest experiences through check-in and check-out processes, upselling, problem resolution, and guest recognition.
* Assist guests with requests and provide thoughtful recommendations on hotel amenities and local attractions.
* Communicate effectively with the team and other departments to maintain good relations and improve team engagement.
* Champion the arrival experience of the hotel, greeting all guests and offering appropriate greetings and recognising regular guests and IHG Rewards Club members.
* Handle guest complaints and provide service recovery when applicable.
* Process check-in and check-out functions, including general cashiering and processing of guest accounts.
* Be knowledgeable about hotel products and services to effectively explain to guests.
Requirements:
* Excellent personal presentation and positive energy.
* Proven skills in guest relations, problem solving, and time management.
* Working knowledge of hotel property management systems such as Opera.
* Previous experience working in the hotel or hospitality industry.
* Ability to work AM and PM shifts, including weekends and public holidays.
* Legal right to work in Australia.
What We Offer:
* Hotel perks like accommodation and food & beverage discounts.
* Enhanced parental leave, paid birthday leave, proactive health days, and flexible work options.
* Career development opportunities through our lifelong development program.
* IHG Career Milestone celebrations, transfer of entitlements, and access to our discount retail platform.
* A culture of trust, support, and acceptance that celebrates difference and encourages colleagues to bring their whole selves to work.