Guest Service Agent

Guest Service Agent – Hotel Indigo Melbourne Little Collins and Holiday Inn Melbourne Bourke Street Mall

Nestled in the heart of Melbourne's vibrant CBD, an exciting new holiday destination has arrived – discover the boutique charm of Hotel Indigo and the modern comfort of Holiday Inn, offering a unique blend of hospitality experiences across 452 rooms. One of Melbourne’s most iconic CBD arcades has been reimagined with the redevelopment of "Melbourne Walk," now home to IHG’s first Australian dual-branded hotel project.

Open the door into Hotel Indigo, and guests can expect local character, modern design and warm, professional service with a vibrant and individual flavour, bringing the edgy laneway neighbourhood of Little Collins Street to life. Making the most of the retail haven, Holiday Inn will offer a modern, fresh and friendly stay for a wide variety of guests coming to enjoy the convenience and value they know and love from Holiday Inn, and all that Bourke Street Mall has to offer.

As a Guest Service Agent, you will be key to creating a warm and memorable first impression for every guest. With your attention to detail and commitment to service excellence, you'll help ensure each guest feels valued, supported, and at home. Working closely with your team and other departments, you’ll contribute to a smooth, well-run operation—and bring genuine hospitality to life at every touchpoint.

A little taste of your day-to-day

• Greet all guests warmly on arrival and throughout their stay, offering friendly and helpful service at every opportunity
• Maintain cleanliness of the lobby area, hotel entrance, & baggage area 
• Making the check-in and check-out process feel swift and seamless
• Staying one step of our guests’ needs to anticipate requests and offer tailored recommendations
• Provide a high level of knowledgeable customer service to our guests answering a very broad range of questions about hotel services and Melbourne CBD 
• Resolving guest issues and using their feedback to improve guest satisfaction
• Collaborate with other departments to ensure a cohesive guest experience

What we need from you

• Exceptional communication skills ability to build rapport with guests quickly
• Strong knowledge of Melbourne, able to provide personalised recommendations and tell the incredible stories of our neighbourhood.
• Ability to multi-task in a busy, fast-paced environment.
• Previous experience working in a Hotel Front Office role.
• A positive and proactive attitude
• A passion for delivering exceptional guest experiences
• Ongoing availability to work part-time, rostered across 7 days a week including mornings, afternoons, evenings, weekends and public holidays

What you can expect from us

You’ll receive a competitive salary that rewards all your hard work and a wide range of benefits designed to help you live your best work life – including, impressive room discounts and some of the best training in the business. 

Most importantly, your career journey will be supported through our lifelong development programs, IHG career milestone celebrations, and transfer of leave entitlements as you move and grow with IHG. 

Our mission is to welcome everyone and create inclusive teams where we celebrate differences 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.  

So, join us and you’ll become part of our ever-growing global family.  

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.