Attendant, Instant Service Center

Role Purpose:

Answer calls from in-house guests and external callers in a timely and professional manner and in accordance with established scripts, service level agreements and standards.

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. 

Key Accountabilities:

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

• Handle all guest requests and inquiries in a timely manner including but not limited to e-mail management, processing requests in HotSOS/Quore, entering wake-up call requests using hotel specific systems, adding special requests using the hotel’s sytems, entering guest credit card or VCC using the corporate system and coordinating and/or escalating concerns to hotel onsite colleagues. 

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

• Notify management and support team of any malfunctioning soft phone, systems or accessories. 

• 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 team work and quality service through regular collaboration with the Instant Service Center team, as well as hotel departments of the service enrolled properties 

• Perform other duties as assigned. 
• Promotes and nurtures The IHG Winning Ways, IHG’s Priorities and Behaviours 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. 

Key Skills & Experiences:

Education: Bachelor's degree in hotel Management, Business or something similar, or relevant experience

Technical Skills and Knowledge:

• Strong communication skills, both verbal and written, with the ability to stay calm and clear during emergencies
• Customer support experience is a plus, especially with systems like Opera, Quore, or HotSOS
• Flexible with schedules, ready to work weekend and holidays for 24/7 support
• Detail-oriented and able to juggle multiple tasks while keeping up with industry trends
• Comfortable using contact management systems and MS Office to document calls and follow up

Role Requirements:

• Work Arrangement: 100% Work Onsite
• Schedule: mostly Graveyard/Night shift (Ph time)
• Office Location: 27th Floor, RCBC Plaza Tower 2, 6819 Ayala Avenue, corner Sen. Gil Puyat, Makati City 1200