Guest Service Agent

At InterContinental Sanctuary Cove Resort, we create unforgettable experiences in one of Australia's most iconic luxury resort destinations.

As the first InterContinental Resort to open in Australia, our resort combines timeless Queensland elegance with genuine hospitality, offering guests the perfect blend of relaxation, connection, and discovery. As part of IHG Hotels & Resorts, we pride ourselves on delivering personalised service and creating meaningful moments that leave lasting impressions.

We are currently seeking a Full Time Guest Service Agent to join our Front Office team.

About the Role

As a Guest Service Agent, you'll be at the heart of the guest journey, creating memorable first impressions, building genuine connections, and ensuring every guest feels welcomed, valued, and cared for throughout their stay.

Working within our Front Office team, you'll play an integral role in delivering the seamless, intuitive service that defines the InterContinental experience.

No two days are the same, but your key responsibilities will include:

• Welcoming guests with warmth, professionalism, and genuine hospitality
• Managing guest arrivals and departures, ensuring a smooth and efficient check-in and check-out experience
• Assisting with guest enquiries, reservations, requests, and payments with accuracy and attention to detail
• Recognising IHG One Rewards members and returning guests to deliver personalised experiences
• Sharing knowledge of resort facilities, dining venues, local attractions, and experiences across the Gold Coast
• Resolving guest concerns with empathy, confidence, and a solution-focused approach
• Building positive relationships with guests and colleagues to enhance the overall guest experience
• Collaborating with other departments to ensure seamless service delivery across the resort
• Maintaining accurate guest records and ensuring compliance with brand and operational standards
• Participating in training, development programs, and team initiatives that support continuous improvement

What We're Looking For

We're looking for someone who genuinely enjoys connecting with people and is passionate about delivering exceptional service.

You'll bring:

• Previous experience in a Front Office, Guest Service, Reservations, or hospitality environment
• A passion for creating memorable guest experiences and exceeding expectations
• 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
• Experience using Opera PMS or similar hotel management systems will be highly regarded
• Flexibility to work a rotating roster including mornings, evenings, weekends, and public holidays
• Full Australian working rights
• Current car driver's licence (Class C highly desirable)

Why Join Us?

At InterContinental Sanctuary Cove Resort, we believe our people are at the heart of everything we do. We are committed to creating an environment where you can bring your authentic self to work, feel supported in your development, and build a rewarding career in hospitality.

As part of our team, you'll enjoy:

• Paid Birthday Leave
• Discounted accommodation across IHG Hotels & Resorts worldwide
• Food and beverage discounts
• Enhanced parental leave benefits
• Flexible work options and proactive wellbeing initiatives
• Access to world-class learning, leadership, and career development programs
• IHG Career Milestone celebrations and service recognition
• Transfer of entitlements as you grow your career across IHG properties
• Access to exclusive retail and lifestyle discounts

Join Our Extraordinary World

If you're passionate about hospitality, thrive in a guest-focused environment, and enjoy creating memorable experiences every day, we'd love to hear from you.

Apply today and become part of a team that delivers genuine hospitality and unforgettable moments at one of Australia's premier luxury resorts.

To learn more about InterContinental Sanctuary Cove Resort, visit: www.sanctuarycove.intercontinental.com

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