Phone Agent

Role overview

IHG Hotels & Resorts is hiring a Phone Agent in Adelaide to be the first reassuring voice for guests and an important link between guests and hotel departments. The role focuses on delivering courteous, efficient, and polished support from the first call through to after-stay follow-up, while helping create a memorable guest experience.

What you’ll do

• Act as the main contact for internal and external phone enquiries, responding quickly and with a professional, caring approach.
• Handle internal guest requests such as in-room dining orders, wake-up calls, late check-out requests, amenity needs, and general hotel information.
• Support external callers with reservation questions, pre-arrival assistance, post-stay follow-up, and hotel information.
• Give priority attention to IHG Rewards Club members, InterContinental Ambassadors, and returning guests, whether by phone or in person.
• Record guest requests accurately and coordinate follow-up with Housekeeping, Engineering, Concierge, Front Office, and Food & Beverage teams.
• Look for appropriate upselling opportunities for rooms, amenities, and services while keeping the guest experience personal and respectful.
• Stay composed and organised while managing busy call traffic and multiple tasks at the same time.
• Represent the InterContinental brand through clear communication, a refined phone manner, and practical problem-solving.

Qualifications and skills

• Excellent spoken communication and the ability to build rapport easily over the phone.
• Strong active listening and problem-solving skills with a focus on smooth guest outcomes.
• Comfort working in a fast-moving, high-volume call environment.
• Ability to multitask while remaining calm, accurate, and attentive.
• Strong attention to detail when entering information and following procedures.
• Confidence using call-handling systems, Opera/PMS platforms, and standard computer tools.
• Willingness to work rotating shifts between 7:00am and 11:00pm, including weekends, evenings, and public holidays.
• Full Australian working rights.

Benefits and rewards

• HIGA Award Level 3 pay at $27.97 per hour, plus applicable shift and weekend penalties.
• Paid birthday leave.
• Accommodation and food & beverage discounts.
• Enhanced parental leave.
• Proactive health days and flexible work options.
• Access to a lifelong development program to support career growth.
• IHG career milestone celebrations.
• Transfer of entitlements as you grow and move within IHG.
• Discount access through the retail savings platform.
• A full uniform, room discounts, and training opportunities as part of the wider rewards package.

Inclusion and wellbeing

IHG says it is committed to building inclusive teams where people from different backgrounds, experiences, and perspectives are welcomed and respected. The company states that it provides equal employment opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. It also highlights a wellbeing framework designed to support health, lifestyle, and workplace wellbeing.

Additional information

The employer encourages candidates to apply even if they do not meet every requirement, as long as they believe they can contribute well to the role.