Job Summary – (Role Summary)

Supports IHG in achieving full revenue potential by aiding with Guest Services’ related tasks to select Company Managed hotels. Perform and participate in Americas Hotel Operations Effectiveness and Support special projects as necessary, with the direction of the Manager. Work is typically performed in a normal office environment (full onsite role).

Essential Duties and Responsibilities – (Key Activities)

· Handle all guest requests such as in-hotel amenities, stay-related requests, etc. and inquiries received via call in a timely manner.

· Coordinate with onsite hotel management for any urgent request.

· Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.

· Notify management of any malfunctioning telephone equipment or accessories.

· Answer phone calls within prescribed time frame and promptly route calls accordingly to required destination.

· 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

· Provide support or assistance to ISC Reservations Desk when the need arises.

· Perform other duties as assigned.

Other Responsibilities

· Promotes and nurtures The IHG Winning Ways, IHG’s Priorities and Behaviors 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.

II. REQUIRED QUALIFICATIONS

Education –

Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.

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

· Experience with Quore, HotSOS or equivalent system 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

III. ACCOUNTABILITY

Number of employees supervised: Not applicable. Sole contributor role.

Decision making responsibilities – (Key Decision Rights)

This position makes basic procedural decisions to meet the needs of the customer or service level agreement in a help desk and/or data entry environment. This role involves participation in team decisions regarding work processes and procedures.

IV. CONTACTS – (Key Relationships)

Internal Key Relationships

Instant Service Center Leadership Team, IHG Company Managed Hotel Leadership team and key contacts

External Key Relationships

Partner travel agencies, guest/s and clients

V. PHYSICAL REQUIREMENTS

Work is typically performed in a normal office environment (full onsite role). Readiness for 24/7 shift and operations.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
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