About Us

Welcome to the height of luxury, where heritage wonder and contemporary flair collide. Centrally positioned in the heart of Circular Quay, InterContinental Sydney extends breathtaking panoramic views of the Sydney Opera House and Sydney Harbour Bridge.

Set within the beautifully restored Treasury Building of 1851, InterContinental Sydney is renowned as one of the city’s prized icons. With 509 guest rooms including 28 luxury suites, an award-winning and world class Club InterContinental lounge and vibrant dining venues, a complete five-star experience awaits.

Due to an internal promotion, we invite you to join us as part of our Front Office team as an Instant Service Agent. We have Full Time and Part Time available.

Our Instant Service department is central to our Hotel as the first point of contact for all internal and external calls. As part of the Instant Service team you are the "voice of the hotel" covering this service 7 days a week, predominately 7.00am to 11.00pm.

Your day to day

Our Instant Service team are just incredible! They are the heart of guest communications, ensuring timely and professional responses to all inquiries—whether by phone, text, or email—while upholding the world-class standards of the InterContinental brand.

What You’ll Do

Deliver exceptional guest experiences with impeccable presentation, luxury service standards for all guest enquiries that you receive via phone and email.

Provide information on all things hotel facilities, local directions, and insider knowledge

Promptly and professionally handle guest communications, including calls, texts, and emails, within brand-standard response times.

Address guest concerns and complaints promptly, implementing effective service recovery strategies.

Stay informed about VIP arrivals and in-house groups by attending daily briefings and promoting teamwork.

What We’re Looking For

We’re seeking someone with a passion for luxury hospitality, an eye for detail, and the ability to connect and build rapport with our guest showing confidence and care. Your enthusiasm for guest service, strong communication skills, and proactive problem-solving abilities will set you apart.

This is a busy and varied role with connection to all departments across the Hotel. Your presentation, local knowledge and ability to take ownership and resolve any issue or request which will be the key to creating a seamless, luxury experience for our guests.

If that sounds like you, we would love to hear from you.

About You

1+ years’ experience in Front Office operations or Reservations or a high volume, high touch, guest contact / call centre

Exceptional service standards and ability to build rapport and connection over the phone and via email

Excellent written & communication skills with strong English both written and verbal. Ability to speak a second language highly desirable.

Strong organisational skills, with strong attention to detail and focus on accuracy

Ability to work in a fast-paced environment, we are a super busy hotel running a full occupancy with a high standard of guest service

You must meet the legal requirements to live & work in Australia

What we offer

You’ll be rewarded for your hard work with a range of benefits that support you throughout your IHG career journey

Supportive Team environment with lots of opportunity for traininng and development

Paid birthday leave

Enhanced parental leave program

Proactive paid wellness and mental health days

Free meals on shift

Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverage

A massive colleague discounts platform for all your favorite brands and retailers

Your career journey will be supported through our lifelong development programs, IHG career milestone celebrations, and transfer of entitlements as you move and grow with IHG.

We are proud to be InterContinental Sydney and proud to be IHG and we know you will be too.

Visit http://careers.ihg.com/ to find out more about us.