Job Description

Roles & Responsibilities

A little taste of your day-to-day:

Every day is different, but you ll mostly be:

Provide prompt, courteous and efficient service to all guests to achieve a high level of customer satisfaction through personalized service as per Brand Standards.
Demonstrate a complete understanding of the hotel policies, procedures, service standards, have full knowledge of the hotel facilities, happenings, local conditions and current events.
Rotate in 3 shifts (morning / afternoon / night).
Handle incoming calls and handle wakeup calls
Work closely with your team members, Supervisors, Managers and also colleagues of other department in a friendly manner assuring mutual respect and encourage each other to create Great Hotels Guests Love.
Maintain the privacy of all guests by ensuring that no details are disclosed.
Take ownership of guest requests and notify them of any delays in performing work orders in accepted standard time and call them back to ensure their satisfaction.
Take ownership of solving guest problems and pass it to the Manager on Duty if necessary and record the guest complaints.
Complete additional tasks assigned by your Service Leader, Supervisor or Manager
Promptly handle all emergency calls efficiently.
Use Messagebox to log all requests and issues
Promptly check all e-mails and action accordingly.
Attend shift briefings, read handovers and participate in departmental meetings/gatherings.
Be fully knowledgeable of the operating systems such as Alcatel, Opera, Messagebox, Microsoft and etc to perform the tasks/operations promptly.

What We need from you:

Minimum two years experience in the same role in a 5 star hotel, Call centre or any customer service related job.
Intermediate knowledge of Microsoft Office and Microsoft Outlook.
Excellent written and verbal English communication skills and knowledge of an additional language is an advantage.
Previous experience in Opera system is an advantage.
Ability to work independently and within a team environment.
Able to manage multiple tasks.
Eager to learn, stay motivated & progress.
Enthusiastic, courteous & helpful to colleagues & customers.
Customer service orientated.
Outgoing, friendly, warm personality.

Instant Service Agent InterContinental

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