Full Time Guest Services Agent
Hotel Brand: Crowne Plaza Hotels & Resorts
Location: Australia, South Australia, Adelaide
酒店：阿德莱德（ADLAD），弗洛姆街 27 号，邮编 5000
工号： 134815
Your day-to-day
Be the first point of contact to guests as they arrive at the hotel, and their lasting impression when they leave.
Perform check in and check out duties, take and manage guest bookings and maximise up-selling opportunities.
Ensure the daily checklist and reporting is accurate. This will ensure our overnight team can perform their role
Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns, whether over the phone or face to face
Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
Strictly adhere to IHG policy concerning the Trade Practices Act, Gifts and Bribery and Data Privacy. Maintain all procedures and adhere to them within the IHG guidelines, with emphasis on hotel credit policy
Be a capable and confident concierge. Make sure you are aware of local events, and are armed with your own personal experiences
Your role will double as a porter and valet, so be ready to assist guests with their luggage and transport requirements; as well as park guests’ cars while practicing safe driving techniques
Champion the identification and reporting of hazards, and evaluate risks associated with them, and design and implementation of hazard control measures
Take pride in your shared workspace, and guest areas – keep it neat and tidy
What we need from you
Must have minimum of 1-year experience in a Front Office or Guest Services related role
Qualifications in Hotel Management and/or Hospitality related field preferred
Experience using Opera Property Management System is highly regarded
Literate and tech-savvy – You will need a good grasp of reading, writing, basic math and computer skills
Articulate – A great communicator, you will be warm, welcoming and easy to talk to
Language – Fluent in local language; extra language skills would be great, but not essential
Savvy problem-solving skills that will turn potential issues into opportunities
Look smart – adhere to personal grooming and hygiene standards
Fitness – you’ll be on your feet most of the day with bending and kneeling. Sometimes you’ll need to lift, push and pull objects, such as luggage and parcels up to 23 kg – we have the equipment to support you
A team player, ability to work in a fast-paced environment and manage multiple tasks and conflicting deadlines, as well as assist in supporting the team with other duties as required
Flexibility to work a 24/7 rotating roster – nights, weekend and public holiday shifts are all part of the job
Hold a Current, open Australian driver's license with clear driving record
You must meet the legal requirements to work in Australia
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
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
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