Guest Service Agent - Melbourne - Holiday Inn

    Holiday Inn
    Holiday Inn Melbourne

    4 days ago

    Default job background
    Description

    Job Title: Guest Service Agent

    Description:

    The Guest Service Agent plays a crucial role in providing exceptional customer service to hotel guests. The primary goal is to exceed guest expectations by addressing their needs, resolving issues promptly, and maintaining a welcoming and friendly atmosphere.

    Key Responsibilities:

    • 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.

    Requirements:

    • Previous 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.

    About Us:

    We genuinely care about people and show this through living out our promise of True Hospitality each and every day. Our core service skills include:

    • 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.

    Career Opportunities:

    Join us and become part of the global IHG family, where we work better together, trust and support each other, do the right thing, and welcome different perspectives. We offer a range of career opportunities across our brands and locations worldwide.

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