Guest Service Agent (Full-time & Part-time) | Crowne Plaza Geelong
IHG · Australia
At Crowne Plaza, we believe memorable stays start with exceptional experiences. Located on Geelong's vibrant waterfront and within the Nyaal Banyul Geelong Convention and Exhibition Centre precinct, Crowne Plaza Geelong offers contemporary accommodation, elevated dining, and versatile event spaces for meetings, conferences, weddings, and social celebrations.
Featuring 200 stylish guest rooms, Sociali Trattoria Italian restaurant, a spectacular Skyline Bar with sweeping views across Corio Bay, premium leisure facilities, and state-of-the-art conference spaces, Crowne Plaza Geelong is designed to deliver an outstanding experience for both business and leisure travellers.
As a Guest Service Agent, you will be at the heart of the guest experience, creating memorable first impressions and bringing genuine hospitality to every interaction. From welcoming guests on arrival and assisting with check-in and check-out, to providing local recommendations and resolving guest enquiries, you will play a key role in ensuring every stay is seamless, personalised, and memorable.
Your day-to-day
Greet guests at all times in a friendly and helpful manner and use guest names at every opportunity.
Assist guests with check-in and check-out processes efficiently and accurately.
Assist guests with luggage including storage and retrieval of stored luggage.
Park and retrieve vehicles for guests using the hotel valet car parking service using safe driving practices.
Provide information about hotel amenities, services, and local attractions to enhance the guest experience.
Up-sell products and special promotions as needed.
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 hotel entrance, lobby, front desk area, and common areas are clean, organised, and presentable at all times.
Anticipate and respond to guests' needs and requests to enhance their overall satisfaction.
Assist guests with transportation, dining, and entertainment arrangements.