Job Description
Room to have a great start
JOB TITLE:
Guest Service Agent – Instant Service Centre
AREA/DEPARTMENT:
Front Desk
JOB LEVEL:
Band 9
HOTEL BRAND:
InterContinental Sydney
REPORTS TO:
Assistant Front Office Manager
POSITIONS SUPERVISED:
Nil
JOB SCOPE:
The Guest Service Agent is responsible for dealing with
guest requirements in a courteous, charming and
professional sales-orientated manner to both internal and
external guests. Under the general guidance and direction
of the Assistant Front Office Manager of Instant Service
Centre and within the limits of IHG and its policies and
procedures - the agent’s tasks are to provide a prompt and
satisfactory resolution of any inquiry, request, problem or
complaint from internal and external guests of the hotel.
To be the main communication point of the hotel by
providing and co-ordinating a rapid response to all guest
requests, inquiries and needs, as well as assigning work
orders to appropriate personnel. To identify and anticipate
guest needs by ensuring complete guest satisfaction. Key
relationships will include Front Office, Reservations,
Housekeeping, Engineering, Guest Relations, Accounts,
Food and Beverage and all other departments.
TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set out in
the Job Description to the required standards.
SIGNATURE:…………………………………………………………………………………………................................
DATE:………………………….
Date of Review: 23rd January 2009
Job Description |
Key Responsibilities

Answers all calls within 3 rings, using the guest surname at least three times throughout
conversation.

Inputs all guest, Engineering, Housekeeping, etc. requests promptly and accurately into ‘ESCAP’ the
rapid response system.

Monitors all calls that are on queue and answers appropriately.

Co-ordinates and assigns by dispatching work orders to the appropriate department and staff and
ensures the assigned work orders are completed in accepted standard time and by priority.

Notifies guests or internal staff of any delays in performing work orders in accepted standard time
and calls back guests to ensure guest satisfaction within accepted time frame.

Continually checks on the pending ESCAP work orders that have not been completed.

Handles all guest wake-up calls.

Handles guest messages – written and or voice mail and send faxes out regarding guest inquiries
and requests.

Logs all guest complaints into ESCAP and guest history for future reference, tracks trends in service
deficiencies and reports them to senior management.

Makes room reservations by knowing the complete rate structure and room categories of the hotel.
Also knows up-selling techniques and book procedure.

Has complete knowledge of occupancy, arrivals, departures and consults with the Front Office /
Reservations Manager for late checkout or early check-ins.

Has the knowledge to check-in and check out guests from Opera through the telephone.

Communicates vacant / dirty / clean / inspected rooms to Housekeeping and updates the Property
Management System accordingly.

Knows how to handle the Housekeeping requests and deliveries.

Knows the basics about what guests might request regarding Engineering requirements.

Handles guest calls for the pick-up and delivery of laundry, pressing, mending and dry-cleaning.

Updates all white boards with current information about the hotel and its activities and has complete
knowledge of all in-house groups and banquet events current and future.

Is knowledgeable about the HOT Spot programme.

Is knowledgeable about basic Concierge requests and information.

Is knowledgeable about the software including but not limited to, Property Management System
(Opera), ESCAP, electronic devices (paging systems), etc.

Knows restaurants operating hours and specials / promotions within the operation as well as
catering space requirements and locations.

Knows how to handle guests’ complaints and reports / logs them for senior management.

Completes the beginning and ending shift duties that include turnover shift report, outstanding jobs
not completed in ESCAP and any other daily, weekly and monthly reports required by management.

To perform any other related duties or special projects as requested by management.
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Date of Review: 23rd January 2009
Job Description |
OCCUPATIONAL HEALTH AND SAFETY RESPONSIBILITIES

Demonstrate awareness and understanding of OHS&W policies and procedures

Work in conjunction and cooperate with management in the implementation of OHS&W related
initiatives

Avoid the promotion of or participation in any acts that may result in injury to themselves or
colleagues.

Actively report workplace hazards, injuries and accidents arising from workplace activities, providing
recommendations for corrective actions to prevent or minimise the chance of recurrence.

Where Personal Protective Equipment (PPE) is required to control exposure to hazards in the
workplace, wear and maintain the PPE as directed or as required in OH&S procedures.

Use, taking reasonable care, safety, emergency equipment , plant materials tools and substances
provided in the workplace as directed or as required in OH&S procedures.
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Date of Review: 23rd January 2009
Job Description |
Key Competencies
Key Tasks
Fostering
Collaboration


Understands that helping colleagues is important
Focuses on completing own tasks, but responds quickly to requests for
help

Identifies how to help others complete their tasks

Works to understand own development needs and seeks help to
address them
Tells people what they need to do where appropriate
Expects people to follow appropriate instructions without needing a lot
of supervision
Looks for opportunities to develop own skills
Gives constructive feedback on what people are doing wrong and how
to improve
Clearly understands assigned roles and responsibilities
Stays focused and follows through on work priorities
Works hard to perform work assigned without needing supervision
Applies appropriate level of speed to completing tasks
Knows their job and the requirements needed to deliver it
Takes accountability for own performance and works to the required
standard
Leading &
Developing People




Drive For Results
Turning Vision Into
Action






Guest/Customer &
Market Focus




Performs duties with the guest’s / colleague's perspective in mind
Works to resolve guest problems
Will respond to guest/colleague requests in an appropriate manner
Knows immediate working area e.g. Hotel Operations
Championing
Change






Understands things need changing sometimes
Handles plans to change things in a constructive and practical way
Implements change when asked what to do
Thinks through present problems and issues
Responds appropriately
Understands the importance of their own role in achieving business
success
Cares about overall results
Thinking Ahead
Understanding Our
Business

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