Guest Service Agent | Full Time | Crowne Plaza Melbourne

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.