Attendant Instant Service Center

Essential Duties And Responsibilities – (Key Activities)

• Answer phone calls within prescribed time frame and promptly route calls to required destination.
• Handle all guest requests and inquiries in a timely manner including but not limited to e-mail management, processing requests in HotSOS/Quore, entering wake-up call requests using hotel specific systems, adding special requests using the hotel’s sytems, entering guest credit card or VCC using the corporate system and coordinating and/or escalating concerns to hotel onsite colleagues.
• Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.
• Notify management and support team of any malfunctioning soft phone, systems or accessories.
• Respond to callers in a professional manner that reflects highly of the hotel and brand.
• Dispatch services/resolution in accordance with established procedures.
• Ensure calls are logged and follow up with guests to ensure total guest satisfaction.
• Communicate any outstanding guest requests or issues to hotel management that may require additional monitoring or follow-up.
• Assist with communications during an emergency or crisis situation.
• Promote teamwork and quality service through regular collaboration with the Instant Service Center team, as well as hotel departments of the service enrolled properties
• Perform other duties as assigned.
  
  

Other Responsibilities

• Promotes and nurtures The IHG Winning Ways, IHG’s Priorities and Behaviours and supporting a Diverse, Equitable and Inclusive culture in the workplace, being supportive in words and actions, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.
  
  

Key Skills & Experiences

• Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.
• At least 1 year of progressive work-related experience with demonstrated proficiency in customer service in the Hospitality or Service industry.
  
  

Technical Skills And Knowledge

• Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written English communications to the needs and level of user. Must be able to provide clear instructions and remain composed and professional when handling emergency situations
• Experience as customer support representative is an advantage
• Experience with Opera or reservation booking systems is a plus
• Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the Instant Service Center
• Demonstrated ability to keep current with industry trends/changes
• Demonstrated attention to detail and ability to manage multiple tasks/clients required
• Demonstrated aptitude to learn and adapt to fast changing environment and modify plans as needed.
• Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions as required.
• Demonstrated experience with MS Office products
  
  

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.

Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

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 regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Dont quite meet every single requirement, but still believe youd be a great fit for the job? Well never know unless you hit the Apply button. Start your journey with us today.

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