Guest Service Agent

As a Hotel Guest Service Agent, you play a crucial role in providing exceptional customer service to hotel guests.
You are responsible for ensuring a smooth and pleasant experience for guests from check in to check out. Your
primary goal will be to exceed guest expectations by addressing their needs, resolving issues promptly, and
maintaining a welcoming and friendly atmosphere. This position requires excellent communication and problem
solving skills, a strong attention to detail, and the ability to multitask effectively in a fast-paced environment.

Your day to day

• Greet guests upon arrival and provide a warm and friendly welcome.
• Assist guests with check in and check out processes efficiently and accurately.
• Provide information about hotel amenities, services, and local attractions to enhance the guest experience.
• Handle guest inquiries and resolve complaints or issues in a professional and timely manner.
• Maintain accurate guest records and update information in the hotel management system.
• Coordinate with other hotel departments to ensure guest requests and special requirements are met
  promptly.
• Manage room reservations, including making new reservations, modifying existing bookings, and
  processing cancellations.
• Process payments, collect and record guest information, and maintain confidentiality of all guest data.
• Ensure the lobby, front desk area, and common areas are clean, organized, and presentable at all times.
• Anticipate and respond to guests’ needs and requests to enhance their overall satisfaction.
• Collaborate with the concierge team to assist guests with transportation, dining, and entertainment
  arrangements.
• Maintain a working knowledge of hotel policies, procedures, and safety protocols.
• Handle cash and credit transactions accurately and efficiently.

What we need from you 

• Previous experience in a similar role, preferably in a hotel or hospitality environment would be advantageous.
• Strong numerical and analytical skills, with attention to detail and accuracy in financial transactions.
• Excellent interpersonal and communication skills to interact effectively with guests and colleagues.
• Proficient computer skills, including experience with property management systems and accounting software.
• Ability to work independently and make sound decisions, even in high pressure situations.
• Strong organizational and time management skills to prioritize tasks effectively
• Flexibility to work overnight shifts, weekends, and holidays as required

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and
every day. It’s what connects every colleague in all IHG ® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core
service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with
  guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence
  that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked,
  and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring
  manner.
• https://careers.ihg.com/en/job-details/?jobref=Guest+Service+Agent+-+Holiday+Inn+Dandenong%7cGB%7c130720#439600