Hotel Brand: Holiday InnLocation: Australia, Victoria, DandenongAs 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. Yourprimary goal will be to exceed guest expectations by addressing their needs, resolving issues promptly, andmaintaining a welcoming and friendly atmosphere. This position requires excellent communication and problemsolving skills, a strong attention to detail, and the ability to multitask effectively in a fast-paced environment.Your day to dayGreet 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 youPrevious experience in a similar role, preferably in a hotel or hospitality environment.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 andevery 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, coreservice skills.True Attitude: being caring, wanting to make a positive difference, and building genuine connections withguests.True Confidence: having the knowledge and skills to perform your role, and giving guests the confidencethat 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: providing guests with what they need in a timely and caring manner.There's so much more to the job than we can capture here. It's simply about creating great experiences, doingthe right thing and understanding people.What we offerJoin us and you'll become part of the global IHG family. As a team, we work better together; we trust and support each other, wedo the right thing, and we welcome different perspectives. You need to show us you care: that you notice thelittle things that make a difference to guests as well as always looking for ways to improve. Visit www.http://careers.ihg.com to find out more about us.At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equalemployment opportunities to applicants and employees without regard to an individual's race, colour, ethnicity,national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familialstatus, veteran status or any other characteristic protected by law.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.
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