Guest Service Agent

About the role

As a Guest Service Agent at Crowne Plaza Canberra you will be the first point of contact for our guests, delivering a seamless and memorable stay. This full‑time, on‑site position involves handling check‑in and check‑out, upselling hotel services, and resolving any guest issues promptly.

Key responsibilities

• Greet guests, recognize regular IHG Rewards Club members and provide personalized service.
• Process check‑in and check‑out, manage guest accounts and perform general cashiering duties.
• Upsell rooms, packages, parking and other hotel products.
• Handle guest complaints, provide service recovery, and refer complex issues to the Duty Manager.
• Maintain knowledge of the hotel, its surroundings and local attractions to give thoughtful recommendations.
• Collaborate with all departments to ensure smooth operations and team engagement.
• Adhere to uniform standards, grooming policy and safety procedures.

Required profile

• Excellent personal presentation and positive energy.
• Proven guest‑relations, problem‑solving and time‑management abilities.
• Previous front‑office or reception experience in a luxury hotel environment.
• Team player who works across departments to deliver great guest experiences.
• Strong attention to detail and flexibility to work AM/PM shifts, weekends and public holidays.
• Legal right to work in Australia.

Required skills

• Working knowledge of the Opera hotel property management system.

What we offer

• Paid Birthday Leave.
• Hotel perks such as accommodation and food & beverage discounts.
• Enhanced parental leave and proactive health days.
• Flexible work options and lifelong development program.
• IHG career milestone celebrations and entitlement transfers.
• Access to a discount retail platform.