What's the job?
Oversee the overall operations in Guest Services and provide support to all guest facing colleagues to ensure smooth running of a very complex operation, with various moving parts. It provides an opportunity for experienced colleagues to grow their supervisory capabilities and begin developing their leadership skills. The Guest Service Supervisor will always have the Duty Manager to provide guidance and support when required.
A little taste of your day-to-day
Every day is different, but you’ll mostly be:
- Contribute to the training of new colleagues, including but not limited to, Guest Service Agents.
- With the support and guidance of the Duty Manager, gain exposure to the recruitment process and IHG’s extensiv people processes.
- Drive departmental spirit and team morale and be present in our island community.
- You are reliable, take accountability for your own actions and provide leadership for colleagues on the front line.
- Be an ambassador for Guest Services and uphold grooming standards and professionalism. You will also ensure your team are also displaying the same standards of grooming and professionalism.
- Require a sound knowledge of all functions within our department and the broader resort operations, including but limited to Desk, Instant Service, Vessels, Airport, and Night Audit.
- Proficiency in job specific admin tasks is required, such as fulfilment of traces, interpreting cashier comments, maintenance of guest profiles, appropriate action of emails in a timely and professional manner.
- Utilise and interpret daily reports to ensure a high level of awareness of transport movements, VIP guests in-house,‘handle with care’ guests, and required follow-up.
- Remain aware of the wider resort operation to ensure a seamless operation is achieved.
- You will have a command over daily movements and be proactive in nature to ensure the department is consistently striving for excellence in service delivery.
- Be aware of and achieve departmental KPI targets, including but not limited to, IHG Rewards Club enrolments, IHG Rewards Member Recognition, Room Upselling, Guest Love and Problem Handling.
What we need from you
- Experience - ideally, you’ll have spent at least two years in a front desk or guest service position in a luxury, 5-star environment.
- Possess a valid full drivers’ license.
- Possess an RSA certificate valid in Queensland.
- Flexibility - nights, weekends and holiday shifts are all part of the role.
- Strength - sometimes you’ll need to lift, push, and pull big objects and heavy items not exceeding 32kgs. This can involve bending and kneeling.
- Ability to work on vessels and manage sea sickness.
What you can expect from us
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.
For our InterContinental Hayman Island team, we offer:
World class colleague facilities including excellent subsidised villa accommodation with a dedicated pool, beach area, two gyms, bar, buffet diner, laundry, movie room, corner store and sports fields.
An exciting and ever-changing colleague activities calendar filled with an abundance of recreational activities such as tennis, yoga, meditation, hikes, markets, crafts and much more.
Extensive career development opportunities with dedicated onsite trainers and an abundance of professional growth opportunities including multi-hire programs, skills training, and optional courses.
IHG Australia’s myBenefits program including paid birthday leave, wellbeing hub, employee room rates, service recognition celebrations & myPerks platform with an extensive list of lifestyle and retail discounts from over 400 of Australia and New Zealand’s most popular retailers.
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.
Please visit Careers - InterContinental Hayman Island [link removed] for further information regarding living and working on Hayman Island including accommodation types, facilities, and FAQ’s. We also invite you to learn more by following our social channels: Facebook via @ICHIRcareers and Instagram via @ihg_australia_careers
So, join us and you’ll become part of our ever-growing global family.
