Phone Agent

About the role

We are seeking a friendly and professional Phone Agent to be the first point of contact for guests and internal teams. In this role you will handle inbound and outbound calls, provide information, take requests and ensure a seamless experience before, during and after a stay.

Key responsibilities

• Answer internal and external calls promptly, delivering warm and attentive service.
• Process guest requests for in‑room dining, wake‑up calls, late check‑outs, amenities and hotel information.
• Assist callers with reservations, pre‑arrival queries, post‑stay follow‑up and key hotel details.
• Prioritise IHG Rewards Club members, InterContinental Ambassadors and returning guests.
• Log, dispatch and follow up on requests by coordinating with Housekeeping, Engineering, Concierge, Front Office and Food & Beverage teams.
• Identify upselling opportunities for rooms, amenities or services while maintaining guest satisfaction.
• Maintain composure during high call volumes and multitask efficiently.

Required profile

• Excellent verbal communication with a warm, confident phone manner.
• Strong listening and problem‑solving abilities.
• Ability to work in a fast‑paced, high‑volume call environment.
• Attention to detail and accuracy in data entry.
• Flexibility to work shifts between 7 am and 11 pm, including weekends, evenings and public holidays.
• Full Australian working rights.

Required skills

• Proficiency with call‑handling systems.
• Experience using Opera PMS platforms.
• General computer application skills.

What we offer

• Base rate $27.97 per hour plus shift and weekend penalties.
• Birthday leave, hotel accommodation and F&B discounts.
• Enhanced parental leave, proactive health days and flexible work options.
• Career development programs, IHG Career Milestone celebrations and entitlement transfers.
• Uniform, retail discount platform and other employee benefits.