Phone Agent
Negotiable
Experience
Unlimited
Job Type
Full Time
Location
Australia, Adelaide
We know
that first impressions count. To make every guest interaction exceptional
from the very first ring, we’re looking for a Phone Agent who can deliver warm,
attentive and efficient support over the phone. You’ll be the trusted voice
for guests before, during and after their stay — and the central point
of communication for our internal teams.
Your
day-to-day:
Being the friendly, confident first
point of contact for all internal and external calls, ensuring every enquiry
is handled promptly, professionally and with genuine care.
Responding
to internal guest calls for In-Room Dining orders, wake-up calls, late
check-outs, amenities requests and general hotel information.
Managing
external calls - assisting with reservations enquiries, pre-arrival questions,
post-stay follow-up and key hotel information.
Acknowledging
and prioritizing IHG Rewards Club members InterContinental Ambassadors
and returning guests over the phone or in person.
Logging, dispatching
and following up on guest requests by coordinating with Housekeeping,
Engineering, Concierge, Front Office and Food & Beverage
teams.
Identifying opportunities to upsell rooms, amenities or services
while ensuring every guest feels valued and understood.
Remaining calm,
organised and attentive while managing high call volumes and multiple tasks
at once.
Reflecting the InterContinental brand through a polished phone
manner, professional communication and thoughtful problem-solving.
Exceptional verbal
communication skills, with the confidence and warmth to build rapport over
the phone.
Strong listening and problem-solving skills, turning guest
enquiries into smooth, positive experiences.
Comfort working in
a high-volume, fast-paced call environment, with the ability to multitask
and remain composed.
Attention to Detail - Accuracy when entering
information and following procedures.
Tech-savvy with confidence using
call-handling systems, Opera/PMS platforms and general computer
applications.
Flexibility to work a variety of shifts between 7am and 11pm
— weekends, evenings and public holidays included.
Full Australian working
rights.
We give our
people everything they need to succeed. From a competitive salary that rewards
all your hard work to a wide range of benefits designed to help you live your
best work life – including a full uniform, impressive room discounts and some
of the best training in the business.
we celebrate difference 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, color, 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.
IHG gives every member
of the team the room they need to belong, grow and make a difference in
a collaborative environment. We know that to work well, we need to feel well –
both inside and outside of work – and through our
myWellbeing
framework, we
are committed to supporting wellbeing in your health, lifestyle,
and workplace.
So, join us and you’ll
become part of our ever-growing global family.
