Guest Service Agent

About us

Crowne Plaza Melbourne is the perfect destination for your next staycation, family holiday or romantic escape. At Crowne Plaza Melbourne you can find big city adventure combined with some well-deserved time to relax. Experience the vibrancy and eclectic culture for which Melbourne is renowned with central accommodation near Melbourne CBD. Crowne Plaza Melbourne is ideally located on the Yarra River, only steps away from the restaurants and bars of the South Wharf precinct, CBD shopping, and South Melbourne with its popular cafes and markets.

Role Purpose

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Service Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. 

Key Accountabilities

• Be the warm welcome that kicks off a memorable guest experience. 
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone 
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay. 
• Handle cash and credit transactions. 
• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes. 
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary. 
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed. 
• Take pride in your appearance and place as a brand ambassador. 
• Always know what events and activities are on the day’s schedule. 
• Jump into other ad-hoc duties when your colleagues need your help.

Key Skills & Experiences

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to. 
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories. 
• Fluency in the local language - extra language skills would be great, but not essential. 
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers
• Flexibility - night, weekend and holiday shifts are all part of the job. 
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential. 
• Experience - ideally you’ll have spent at least one year in a front desk or guest service position. 
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

What we offer

Join our extraordinary world and experience a place where you can be yourself, share your ideas, support your personal growth and wellbeing, and be a valued member of an inspirational team.

You’ll be rewarded for your hard work with a suite of benefits that supports you and your family’s wellbeing, including paid birthday leave, enhanced parental leave, flexible work options and proactive health days.

Your career journey will be supported through our lifelong development program, IHG career milestone celebrations, and transfer of entitlements as you move and grow with IHG.  In addition to the always-popular hotel perks like accommodation and food & beverage discounts, our discount retail platform makes your pay go even further.
We are proud to be IHG and we know you will be too.

Visit http://careers.ihg.com/ to find out more about us.