Guest Service Agent – Luxury Resort Front Office

About the role

Join the Front Office team at InterContinental Sanctuary Cove Resort as a Guest Service Agent, delivering warm, professional hospitality and creating memorable first impressions for guests throughout their stay.

Key responsibilities

• Welcome guests with genuine hospitality and manage smooth check‑in and check‑out processes.
• Assist with enquiries, reservations, requests and payments, ensuring accuracy and attention to detail.
• Recognise IHG One Rewards members and returning guests to provide personalised experiences.
• Share knowledge of resort facilities, dining venues, local attractions and Gold Coast experiences.
• Resolve guest concerns with empathy and a solution‑focused approach.
• Collaborate with other departments to ensure seamless service delivery across the resort.
• Maintain accurate guest records and comply with brand and operational standards.

Required profile

• Previous experience in front office, guest service, reservations or a hospitality environment.
• Passion for creating memorable guest experiences and exceeding expectations.
• Excellent communication, interpersonal and problem‑solving skills.
• Strong attention to detail, organisational ability and calmness under pressure.
• Full Australian working rights and flexibility to work a rotating roster including weekends and public holidays.

Required skills

• Experience using Opera PMS or similar hotel management systems.

What we offer

• Paid birthday leave and discounted accommodation across IHG Hotels & Resorts worldwide.
• Food and beverage discounts, enhanced parental leave benefits and flexible work options.
• Access to world‑class learning, leadership and career development programs.
• IHG career milestone celebrations, service recognition and transfer of entitlements across IHG properties.
• Exclusive retail and lifestyle discounts.