Guest Service Agent

As a Guest Service Agent for Crowne Plaza Canberra, you'll play a big part in our guest experience, including check-in and check-out, upselling, problem resolution, providing guest recognition and assisting our guests with any requests they may have. Your ability to deliver our guests a seamless and memorable Crowne Plaza Canberra experience will make you an integral member of the Front Office team.   

This role could be either part time full time or casual, and would suit a candidate with previous experience working in the hotel or hospitality industry. 

Your day to day

Following are some ideal day to day activities but not limited to 

• Help guests - you’ll be happy to help if someone needs a toothbrush or directions for example. 
• Look smart – wear your uniform with pride and adhere to hotel grooming policy. 
• Regularly communicate with the team and other departments in order to maintain good relations & improve team engagement. 
• Champion the arrival experience of the hotel, greet all guests and offer appropriate greetings and ensure to recognise regular guests and IHG Rewards Club members 
• Handle guest's complaints and provide service recovery when applicable. Refer problems to the Duty Manager when assistance is required.  
• Process check in/ check-out functions, including general cashiering and processing of guest accounts.  
• Be knowledge about hotel and surroundings to be able to make thoughtful recommendations to our guests.             
• Use other safety, emergency equipment, plant materials tools and substances provided in the workplace as directed or as required in safety procedures. 
• Be knowledgeable on products we are selling – rooms, packages, carparking etc.  
• Understand the hotel product offering to be able to effectively explain to guests.  

What we need from you 

• Excellent personal presentation and positive energy.
• Proven skills in guest relations, problem solving and time management; and ideally have a working knowledge of hotel property management systems such as Opera.  
• The ideal candidate will also have similar Front Office / Reception experience in a luxury environment focused on attentive guest service. 
• Team Player - working across all Departments to deliver Great Hotels Guest Love
• Attention to detail – creating amazing guest service moments with the team
• Flexibility - working, weekends and public holidays are all part of the job
• Have the legal right to work in Australia.  
• The ability to work AM and PM shifts, including on weekends and public holidays.  

What we offer 

• Hotel Perks like accommodation and Food & Beverage discounts
• Enhanced parental leave, paid birthday leave
• Proactive health days and flexible work options
• Your career journey will be supported through our lifelong development program
• IHG Career Milestone celebrations
• Transfer of entitlements as you move and grow with IHG
• Access to our discount retail platform that makes your pay go even further

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, colour, 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. 

We are proud to be IHG and we know that you will be too #Roomforyou