Guest Service Agent | Part Time | InterContinental Melbourne The Rialto

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the intercontinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

What is the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Service Agent, you’ll 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 in any location. 

• Be the warm welcome that kicks off a memorable guest experience, checking in guests according to brand standards  
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay 
• Check out guests, receiving payments and processing transactions as outlined in procedures.  
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone 
• Take pride in your appearance and place as a brand ambassador

Your day to day

• Deliver a warm and efficient check-in and check-out experience, ensuring every guest feels welcomed and valued.
• Handle guest inquiries, requests, and concerns promptly—whether in person, over the phone, or via email—to create memorable stays.
• Maintain up-to-date knowledge of daily events, hotel services, and local attractions to assist and engage guests confidently.
• Accurately process payments, manage cash floats, and handle currency exchange in line with hotel procedures.
• Record guest preferences, manage profiles, and log service requests or issues to enhance personalised experiences.
• Uphold IHG brand standards by recognising IHG One Rewards members and representing the hotel with professional appearance and attitude.
• Use systems such as Opera and ESCAP effectively to manage reservations, service requests, and reports.
• Follow workplace health and safety procedures, proactively reporting hazards and supporting a safe environment for guests and colleagues.

What We Need from You

• Ability to be on your feet most of the day, with lots of bending and kneeling.     
• Ability to lift, push and pull large objects like up to 50lbs (23 kg) on occasion.  
• Guests will need to come to you with concerns as well as compliments; you will be warm, welcoming and easy to talk to. 
• You will need problem solving skills to turn issues into opportunities, so every guest leaves with great memories. 
• Understanding that Night, weekend and holiday shifts are all part of the job 
• Ideally, you will have spent at least one year in a front desk or guest service position 
• Ability to manage multiple tasks and conflicting deadlines. 
• You will need a good grasp of reading, writing, and basic maths and computers 
• Fluent in local language; extra language skills would be great, but not essential 
• You will have a high school diploma or qualification. A college or university degree would be a bonus, but is not essential