Instant Guest Service InterContinental

Your Day to Day:

As Instant Service Agent (Telephone Operator), you will act as the central communication point of contact at the hotel by providing and co-ordinating rapid responses to all guest requests, inquiries and needs; as well as assigning work orders to appropriate personnel. To identify and anticipate guest needs; ensure complete guest satisfaction.

Some of your main role responsibilities are:

• Inputs all Guests, Engineering, Housekeeping, etc. requests promptly and accurately into the QEMS rapid response system
• Monitors all calls that are in queue and answers appropriately.
• Co-ordinates and assigns by dispatching work orders to the appropriate department and staff and ensures the assigned work orders are completed in accepted standard time and by priority.
• Notifies guests or internal staff of any delays in performing work orders in accepted standard time and calls back guests to ensure guest satisfaction within accepted time frame.
• Continually checks on the pending QEMS work orders that have not been completed.
• Handles all guest wake-up calls.
• Handles guest messages written and or voice mail and sends fax out regarding guest inquiries and requests.
• Logs all guest complaints and guest history into QEMS for future reference, tracks trends in service deficiencies and reports them to senior management.
• Has the knowledge to check-in and check-out guests from Opera, through the telephone.
• Knows the basics about what guests might request regarding Housekeeping, F&B, IT, Engineering and other department requirements.
• Well aware of the restaurants operating hours and specials/promotions within the operation as well as catering space requirements and locations
• Completes the beginning and ending shift duties that include turnover shift report, outstanding jobs not completed in QEMS and any other daily, weekly and monthly reports required by senior management.

Ideally, you'll have some or all of the following competencies and experience we're looking for:

• High School diploma /Secondary qualification or equivalent.
• Prior experience in customer service or hospitality, preferably in a hotel setting.
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