Guest Service Agent (Part Time) | InterContinental Melbourne The Rialto

As the world’s largest family of luxury hotels, we all take great pride
in being genuine ambassadors of the InterContinental® brand. Shaped by decades
of international know-how and local insights, our passion for luxury travel
spans cultures and customs. Inspiring us to create warm and sophisticated
experiences for those seeking a richer
perspective on the world. Each of our
hotels cultivates a distinctive style and ambience where we embrace every
opportunity to give our guests a personal and enriching experience. If you’d
like to embrace a wider world of experiences and opportunities, we’d like
to welcome you to the world’s most international luxury hotel brand.

WHAT’S THE JOB?

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.

YOUR
DAY-TO-DAY

• Always know what events and activities are
  on the day’s schedule, according to shift briefings.
• 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.
• Continually checks on
  the submitted ESCAP work orders that have not been completed and Notifies guests
  or internal staff of any delays in delivering guest requests, in accepted
  standard time. Calls back guests to ensure guest satisfaction within accepted
  time frame.
• Answers all calls within 3 rings, using the guest surname
  at least three times throughout conversation.
• Monitors all calls
  that are on queue and answers appropriately. 
• Has the knowledge
  to check-in and check-out guests from Opera, via telephone & email
  request.
• Completes the beginning and ending shift duties that includes;
  upkeep of cashier float, shift reports and any other daily, weekly and monthly
  reports required by management.
• Cash hotel guest’s personal
  and travelers checks and assists with currency exchange
• Knowledgeable
  about the software including but not limited to, Property Management System
  (Opera), ESCAP, electronic devices (paging systems), etc.
• Logs all
  guest complaints into the Problem Tracker and adds to guest profile for future
  reference.
• Maintain a comprehensive knowledge of InterContinental
  facilities and services to assist guests and aid in selling or up-selling Hotel
  services; as well as all special promotion procedures, for programs such
  as Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels
  Group Loyalty programs.
• Demonstrate awareness and understanding
  of Workplace Health and Safety policies and procedures, including Safety,
  Rehabilitation, Fire Emergency and Evacuation procedures.
• Work
  in conjunction and cooperate with management in the implementation of WHS
  related initiatives.

WHAT WE NEED FROM YOU

• Ability to be on your feet most of the day, with lots of bending
  and kneeling.
• Guests will need to come to you with concerns as well
  as compliments; you will be warm, welcoming and easy to talk to.
• You
  will need problem solving skills to turn issues into opportunities, so every
  guest leaves with great memories.
• Ideally, you will have spent at least
  one year in a front desk or guest service position.
• Ability to manage
  multiple tasks and conflicting deadlines.
• You will need a good grasp
  of reading, writing, and basic maths and computers.
• Fluent in local
  language; extra language skills would be great, but not essential.


• Understanding that Night, weekend and holiday shifts are all part of
  the job.
• You will have a high school diploma or qualification.
  A college or university degree would be a bonus, but is not essential.

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.