Guest Services Phone Agent

If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. To make every guest interaction exceptional from the very first ring, we’re looking for a Guest Service Phone Agent – Switchboard – who can deliver warm, attentive and efficient support over the phone. You’ll be the trusted voice for guests before, during and after their stay — and the central point of communication for our internal teams.

Your day-to-day:

• Being the friendly, confident first point of contact for all internal and external calls, ensuring every enquiry is handled promptly, professionally and with genuine care.
• Responding to internal guest calls for In-Room Dining orders, wake-up calls, late check-outs, amenities requests and general hotel information.
• Managing external calls - assisting with reservations enquiries, pre-arrival questions, post-stay follow-up and key hotel information.
• Acknowledging and prioritizing IHG Rewards Club members InterContinental Ambassadors, and returning guests over the phone or in person.
• Logging, dispatching and following up on guest requests by coordinating with Housekeeping, Engineering, Concierge, Front Office and Food & Beverage teams.
• Identifying opportunities to upsell rooms, amenities or services while ensuring every guest feels valued and understood.
• Remaining calm, organised and attentive while managing high call volumes and multiple tasks at once.
• Reflecting the InterContinental brand through a polished phone manner, professional communication and thoughtful problem-solving.

Qualifications:

• Exceptional verbal communication skills, with the confidence and warmth to build rapport over the phone.
• Strong listening and problem-solving skills, turning guest enquiries into smooth, positive experiences.
• Comfort working in a high-volume, fast-paced call environment, with the ability to multitask and remain composed.
• Attention to Detail - Accuracy when entering information and following procedures.
• Flexibility to work a variety of shifts between 7am and 11pm – night, weekend and holiday shifts are all part of the job
• Literate and Tech-Savvy – you’ll need a good grasp of reading, writing, basic math and computers. 
• Fluency in English – extra language skills would be great, but not essential 
• Full Australian Working Rights

What you can expect from us: 
You’ll be rewarded for your hard work with a suite of benefits that supports you and your family’s well-being, including: 

•    HIGA Award Level 3 - Base Rate $26.70per hour + Shift / Weekend Penalties
•    Paid birthday leave 
•    Hotel perks like accommodation and food & beverage discounts
•    Enhanced parental leave 
•    Proactive health days and flexible work options. 
•    Your career journey will be supported through our lifelong development program 
•    IHG Career Milestone celebrations 
•    Transfer of entitlements as you move and grow with IHG. 
•    Access to our discount retail platform that makes your pay go even further. 

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team  the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing
framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

So, join us and you’ll become part of our ever-growing global family.