Guest Services Agent | Full time & Part time

About Us

Join us in sharing the story of our rich heritage, surrounded by 1890s architecture adorned with two unique and stunning gothic-style facades. The InterContinental Melbourne the Rialto is nestled on legendary Collins Street in the heart of Melbourne's Central Business District. We are part of the world's first truly global luxury hotel brand, InterContinental Hotels and Resorts, and our hotels feature in the most discerning locations in every corner of the planet. Our colleagues thrive on proudly sharing their local knowledge on Melbourne’s best kept secrets and experiences, through local landmarks or experiences delivered to your room.

What's the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Agent, you’ll be the person they rely on to handle front office transactions, offer local insights and anticipate every detail to create a stress-free experience. You’ll create the warm atmosphere that makes our guests feel at home in any location. You’ll have ambition, talent and obviously, some key skills. Please note, that whilst this position will primarily cover the front desk during the day shift, the occasional night shift (11pm-7am) may be required with notice. 

• Kicking off truly memorable guest experiences with the warmest of welcomes
• Acknowledging IHG Rewards Club members and returning guests in person or over the phone
• Taking, managing, and receiving payments for guest bookings
• Making the check-in and check-out process feel swift and seamless
• Staying one step of our guests’ needs to anticipate requests and offer tailored recommendations
• Being our guests’ trusted contact – helping with everything from bill issues to restaurant recommendations

What we need from you 

The ideal candidate will have: 

• Hold a valid visa with the right to work in Australia
• At least 1 year of previous experience in a Front Office, Guest Services or a related role
• Qualifications in Hotel Management and/or Hospitality related field (preferred)
• Experience using Opera Property Management System is highly regarded
• IT Literacy and tech-savviness
• Strong communication skills and confidence in speaking to guests from all over the world
• Warm, welcoming energy
• Fluency in the English language; extra language skills would be great, but not essential
• Problem-solving skills that will turn potential issues into opportunities
• Impeccable grooming standards and good personal hygiene 
• Fitness as you’ll be on your feet most of the day. 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 and keep you safe.
• Ability to work in a team and 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
• Full-time, and part-time roles are available.  Flexibility to work a variety of shifts in a rotating roster – (nights, weekend and public holiday shifts are all available) 

What you can expect from us

A once in a lifetime opportunity in joining a team that is re-energising and re-positioning the most iconic hotel in Melbourne. 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 – great room discounts and a catalogue of learning.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work within the beauty of 5 star service and surrounds. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, 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.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.