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.

WHAT WE NEED FROM YOU:

Education: Bachelor's degree in Hotel Management, Business or something similar, or relevant experience.  Fresh graduates are welcome to apply.

Experience: Some of our best employees came to IHG with no work history at all. We are looking for great communicators who have the ability to quickly develop relationships with our guests. We are looking for candidates with strong interpersonal and customer service skills, and excellent verbal communication skills.

Technical Skills and Knowledge:

• Strong communication skills, both verbal and written, with the ability to stay calm and clear during emergencies
• Strong customer support experience
• 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

IMPORTANT:

•  Anyone applying for the role must be at least 18 years old and willing to work on site on graveyard shifts, holidays and weekends for 24/7 support
• Office Location: 27th Floor, RCBC Plaza Tower 2, 6819 Ayala Avenue, corner Sen. Gil Puyat, Makati City 1200

Join us and not only can you benefit from the world of variety and opportunity that comes with working for a global organization, you can also look forward to being part of a company that will appreciate you for being you and experience world class IHG Benefits:

• Regularization of employment after 3 months
• IHG Hotel Discounts Worldwide for you and your family and friends
• Retirement Plan
• Medical Insurance (effective Day 1 for employees and can be extended to 3 of your dependents)
• Dental Insurance
• Life Insurance
• Accident Insurance
• 30 days of Leave Credits per completed year
•  20% night differential pay
• Global Recognition Programs
• Global career opportunities, training and room to grow opportunities
•  Great Office Location
• And Much More!