Instant Service Centre Ambassador (Telephone Operator) InterContinental

A little taste of your day-to-day

• 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.
• Handle incoming calls for IC, CP HI and ICRS properties.
• 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 at an 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.
• Handle wakeup calls of IC, CP and ICRS properties.
• Complete additional tasks assigned by your Service Leader, Supervisor or Manager
• Promptly handle all emergency calls efficiently.
• Use QEMS 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 operating systems such as Alcatel, Opera, QEMS, TMS, CCS, 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, preferably Arabic speaker.
• 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.