IHG® Hotels & Resorts is one of the world’s leading hotel companies, with a promise to provide True Hospitality for everyone. As one of the world's largest upscale brands, we have properties located in major urban centres, gateway cities and resort destinations all around the globe.
At Crowne Plaza Hotel & Resorts, we support colleagues in delivering an unscripted approach to service that encourages warm, engaging interactions between the hotel team and guests. In our hotels you'll find a team who are people-first, professional and inclusive.
If you are confident, positive, inventive and love to connect and collaborate you'll feel at home and excel at Crowne Plaza.
What is the job?
We’re searching for a Guest Services Agent, who not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home when staying with us.
A little taste of your day-today:
Reporting to the Front Office Manager, every day is different, but you’ll mostly:
- Be the warm welcome that kicks off a memorable guest experience.
- Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.
- Acknowledge IHG Rewards members and returning guests, in person or on the phone.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
- Issue, control and release guest safe-deposit boxes.
- Up-sell rooms where possible to maximize hotel revenue.
- Answer phones in a prompt and courteous manner.
- Welcome guests in a friendly, prompt and professional manner.
- Register guests, issue room keys, provide information on hotel services and room location.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
- Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
What we need from you:
- Proficient in the use of Microsoft Office and Opera System.
- Problem solving, motivating, organizational and training abilities.
- Fluent in both spoken & written English required. Other languages would be advantageous.
- Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
- Literate and tech-savvy - you’ll need a good grasp of reading, writing and computers.
- Flexibility - night, weekend and holiday shifts are all part of the job.
- You’ll have a Hospitality and/or Tourism Diploma or qualification.
- Experience - ideally you’ll have spent at least two years in a front desk or guest service position in a 5 star property.
- Ability to work independently and within a team environment.
- Perform other duties as requested by Management.
- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
What we offer
In return we'll give you a competitive salary package including, free transfers within the Nadi area to the resort and back, food and beverage discount, discounted room rates worldwide and the opportunity to progress your career with IHG®.
Most importantly, we'll give you the room to belong.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer.
IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.
How to apply (PLEASE USE CORRECT EMAIL)
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests. E-mail a letter of application and résumé in the first instance to [email protected] by 1600hrs, Friday 04th April 2025.
