JOB OVERVIEW Under the general direction of the Duty Manager, you will deliver quality customer service, so our guests feel welcome and to ensure they have everything they need. From the Front desk you will greet guests in person and over the phone, offering information, handling transactions, and genuinely creating a comfortable and a unique guest experience. You will abide by the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements including the service of alcohol, preparing, and delivering a range of non-alcoholic and alcoholic beverages as well as various food items.

OUR SERVICE STYLE, MISSION MADE EASY, is built upon three Service Behaviors that drive everything we do:

Be Readywe know our guests want a smooth and hassle-free stay, one that doesn’t break their flow. We are here to help them do this in simpler, smarter ways. Keeping one step ahead so we’re always ready.

Be Engagingour guests are more than a reservation, they deserve our care and attention. Which means real connections from real people, smart, warm, and purposeful.

Be On ItWe know what matters. If any issues arise, we get right on it and resolve them quickly. We look for opportunities to help our guests and we take them, the more we do this, the more they come back.

DUTIES AND RESPONSIBILITIES FINANCIAL RETURNS

Maximize Rooms revenue on shift through upselling of rooms and facilities

Maximize Food and Beverage revenue through executing cross selling techniques.

Meet monthly IHG Rewards Club enrolment targets

Take ownership and follow up on in-house dummy accounts to keep to a minimum

Maintain security of hotel’s floats and keys,



noting any discrepancies and action where required.

Ensure accuracy is maintained when processing cashiering transactions.

Ensure cash security procedures are adhered to

Monitor and control stock

Reduce wastage through stock control and service standards

PEOPLE

Promote teamwork and quality service through daily communication and coordination with other departments.

Actively participate in required training sessions and ensure that any pre and post course work is completed by the due date.

Adhere to brand standards for presentation, grooming and punctuality

Perform detailed shift handover with oncoming shift where required

Develop and maintain cohesive working relationships within immediate team, and wider hotel team

Cooperates, coordinates, and communicates with other hotel departments as required

Attend and participate in daily briefings, meetings, and training sessions as scheduled

Ensure the workspace is tidy and prepared for service

Communicates to his/her supervisor any difficulties with service, guest comments and other relevant information; follow complaint handling procedures for prompt resolution of challenges.

GUEST EXPERIENCE

Follow Brand Standard procedures (for example, completing a Brand Standard Check in and Check Out.)





Greet all guests in person and answer calls in a friendly and helpful manner and attempts to learn and use guest’s name at every prospect paying particular regard to the importance of IHG Rewards Club Members and other VIP’s.

Recognize IHG Rewards Club Members upon arrival and throughout their stay.

Responds to guest needs and resolves related problems in an appropriate timeframe with acceptable service recovery.

Follow up on all guest issues and record details accordingly in the hotel log.

Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.

Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.

Attends to all guest queries and requests promptly including Reservations and Food & Beverage.

Assists in the preparation and service of Food and Beverage products in the Great Room.

Deliver food and beverage service of high standard, following sequence of service to ensure consistency in procedures.

Knowledgeable of all special promotion procedures.

Inspects front of house and back of house regularly for cleanliness.

In-house guest safety and security.

Responds to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.

Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.

At times, you may be required to assist with deliveries or guest luggage of up to 30kg.

RESPONSIBLE BUSINESS

Maintains exemplary department standards of behavior and appearance and attitude as expec

📌 Express Agent (Sydney)
🏢 EVT Connect Hospitality
📍 Sydney