I

IHG

Global hotel company

Guest Service Agent - Front Office

Full-Time
No salary listed
Mid
Hope Island QLD, Australia
In Person
Food Service & HospitalityHotel Guest Services

About the job

Requirements
  • Previous experience in a Front Office, Guest Service, Reservations, or hospitality environment.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and a calm, positive approach under pressure.
  • Excellent attention to detail and organisational skills.
  • A willingness to learn, adapt, and grow within a luxury hospitality environment.
  • The ability to work both independently and collaboratively within a team.
  • Flexibility to work a rotating roster including mornings, evenings, weekends, and public holidays.
  • Full Australian working rights.
  • A current car driver's licence is required, with a Class C licence highly desirable.
Responsibilities
  • Welcome guests with warmth, professionalism, and genuine hospitality.
  • Manage guest arrivals and departures, ensuring a smooth and efficient check-in and check-out experience.
  • Assist with guest enquiries, reservations, requests, and payments with accuracy and attention to detail.
  • Recognise IHG One Rewards members and returning guests to deliver personalised experiences.
  • Share knowledge of resort facilities, dining venues, local attractions, and experiences across the Gold Coast.
  • Resolve guest concerns with empathy, confidence, and a solution-focused approach.
  • Build positive relationships with guests and colleagues to enhance the overall guest experience.
  • Collaborate with other departments to ensure seamless service delivery across the resort.
  • Maintain accurate guest records and ensure compliance with brand and operational standards.
  • Participate in training, development programs, and team initiatives that support continuous improvement.
Desired Qualifications
  • Experience using Opera property management system or similar hotel management systems.
  • A current Class C car driver's licence.

About the company

I

IHG

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IHG is a global hospitality company operating and franchising a portfolio of hotel brands. The company supports hotel development, reservations, loyalty programs, revenue management, brand standards, technology, and guest services. It serves travelers, hotel owners, franchisees, corporate clients, loyalty members, and hospitality partners. Its operating model centers on a primarily franchised and managed hotel network connected through brands, distribution, commercial systems, and regional support. Teams work across hotel operations, development, revenue, technology, marketing, loyalty, finance, and owner support. Teams support coordinated daily delivery.

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