At InterContinental Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing your expertise and passion to any one of our brands, you will help us achieve our vision : to be the most preferred, admired and successful hotel company the world over.
Under the general direction of the Guest Service Centre Supervisor/Front Office Manager and within the limits of established by InterContinental Hotels Group and local policies and procedures; oversees and directs all aspects of Telecommunication services to achieve the highest possible guest satisfaction.
To 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.
Duties and Responsibilities
Promote Inter-Hotel sales and in-house facilities.
Gain understanding of the departmental goals and financial targets and support your Line Manager to achieve these targets.
Recycle where-ever possible and enforce cost saving measures where appropriate.
Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook.
Comply with Company Grooming Standards and maintain a high standard of personal hygiene and be well groomed and well dressed at all times.
Comply with Time and Attendance Policies.
Actively participate in training and development programs and maximize opportunities for self development.
Demonstrate service attributes in accordance with industry expectations and company standards including:
Being attentive to guests.
Accurately and promptly fulfill guest's requests.
Anticipate guest's needs.
Maintain a high level of knowledge, which affects guest experience.
Demonstrating a 'service' attitude.
Taking appropriate action to resolve guest complaints.
Answers all calls within 3 rings, using the guest surname at least three times throughout conversation.
Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers.
Perform tasks as directed by your manager in pursuit of the achievement of business goals.
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 Engineering requirements.
Handles guest calls for the pick-up and delivery of laundry, pressing, mending and dry-cleaning.
Updates all white boards with current information about the hotel and its activities and has complete knowledge of all in-house groups and banquet events current and future.
Well aware of the restaurants operating hours and specials/promotions within the operation as well as catering space requirements and locations.
Must ensure high recognition of Priority Club and Ambassador Members in order to achieve high scores in the HeartBeat survey.
Ensure maximum involvement in the HeartBeat program in order to obtain higher results.
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.
Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same.
Familiarize yourself with emergency and evacuation procedures
Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes
The Guest Service Centre Agent is responsible for dealing with guest requirements in a courteous, charming and professional sales-orientated manner to both internal and external guests. The agent's tasks are to provide a prompt and satisfactory resolution to any inquiry, request, and problem or complain from internal and external guests of the hotel.
Do you have what it takes to be a leader in the world's most global hotel company?
If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.
Ideally, the candidate must be a team player and has good communication skills. He/She must be customer oriented and is flexible to work in various shifts.
Industry Type :
Hotels / Hospitality
Functional Area :
Helpdesk / Customer Service / Telecalling