At InterContinentalHotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.
By bringingyour expertise and passion to any one of our brands, you will help us achieve ourvision : to be the most preferred, admired and successful hotel company theworld over.
Under the generaldirection of the Guest Service Centre Supervisor / Front Office Manager andwithin the limits of established by InterContinental Hotels Group and localpolicies and procedures;
oversees and directs all aspects of Telecommunicationservices to achieve the highest possible guest satisfaction.
To act as the centralcommunication point of contact at the hotel by providing and co-ordinatingrapid responses to all guest requests, inquiries and needs;
as well asassigning work orders to appropriate personnel. To identify and anticipateguest needs; ensure complete guest satisfaction.
Duties and Responsibilities
Promote Inter-Hotel sales andin-house facilities.
Gain understanding of thedepartmental goals and financial targets and support your Line Manager toachieve these targets.
Recycle where-ever possibleand enforce cost saving measures where appropriate.
Complywith Hotel Rules and Regulations and provisions contained in the EmploymentHandbook.
Complywith Company Grooming Standards and maintain a high standard of personalhygiene and be well groomed and well dressed at all times.
Complywith Time and Attendance Policies.
Activelyparticipate in training and development programs and maximize opportunities forself development.
Demonstrate service attributes in accordance with industry expectationsand 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 guestcomplaints.
Answers all calls within 3 rings, using the guest surname at least threetimes throughout conversation.
Appreciatethe dynamic nature of the Hotel industry and extend these service attributes toall internal customers.
Perform tasks as directed byyour manager in pursuit of the achievement of business goals.
Inputs all Guests, Engineering,Housekeeping, etc. requests promptly and accurately into the QEMS rapidresponse system.
Monitors all calls that arein queue and answers appropriately.
Co-ordinates and assigns bydispatching work orders to the appropriate department and staff and ensures theassigned work orders are completed in accepted standard time and by priority.
Notifies guests or internalstaff of any delays in performing work orders in accepted standard time andcalls back guests to ensure guest satisfaction within accepted time frame.
Continually checks on thepending QEMS work orders that have not been completed.
Handles all guest wake-upcalls.
Handles guest messages written and or voice mail and sends fax out regarding guest inquiries andrequests.
Logs all guest complaintsand guest history into QEMS for future reference, tracks trends in servicedeficiencies and reports them to senior management.
Has the knowledge tocheck-in and check-out guests from Opera, through the telephone.
Knows the basics about whatguests might request regarding Engineering requirements.
Handles guest calls for thepick-up and delivery of laundry, pressing, mending and dry-cleaning.
Updates all white boardswith current information about the hotel and its activities and has completeknowledge of all in-
house groups and banquet events current and future.
Well aware of therestaurants operating hours and specials / promotions within the operation aswell as catering space requirements and locations.
Must ensure highrecognition of Priority Club and Ambassador Members in order to achieve highscores in the HeartBeat survey.
Ensure maximum involvementin the HeartBeat program in order to obtain higher results.
Completes the beginning andending shift duties that include turnover shift report, outstanding jobs notcompleted in QEMS and any other daily, weekly and monthly reports required bysenior management.
Demonstrate understandingand 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 withemergency and evacuation procedures
Ensure all security incidents, accidents and nearmisses are logged investigated and rectified to prevent future catastrophes
The Guest ServiceCentre Agent is responsible for dealing with guest requirements in a courteous,charming and professional sales-
orientated manner to both internal and externalguests. The agent’s tasks are to providea prompt and satisfactory resolution to any inquiry, request, and problem orcomplain 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 teamplayer and has good communication skills. He / She must be customer oriented andis flexible to work in various shifts.