Description

Hotel Brand: InterContinental
Location: United Arab Emirates, Fujairah

Hotel: Fujairah Resort (FJRAE), Al Aqah Beach, Dibba Road

Job number: 122293

As the world\'s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental\xc2\xae brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains. An exceptional destination where Arabian hospitality meets luxury. With 190 rooms, indoor & outdoor event space, restaurants & bar. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star resort presence.

What\'s your passion? Whether you\'re into knitting, kite flying or karaoke, at IHG we\'re interested in YOU! We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great brands guests love. And we\'re looking for more people like this to join our dynamic & committed team at the InterContinental Fujairah Resort.

Your Day to Day:

As Instant Service Agent, To act as the central communication point of contact at the hotel by providing and coordinating 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.

Some of your main role responsibilities are:

• 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 Housekeeping, F&B, IT, Engineering and other department 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.
• 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.
• Ensure maximum involvement in the HeartBeat program in order to obtain higher results.
• Promote Inter-Hotel sales and in-house facilities.

Ideally, you\'ll have some or all of the following competencies and experience we\'re looking for:

• High School diploma /Secondary qualification or equivalent.
• One year front desk/guest service experience strongly preferred.
• Proficiency in Opera is preferred but not essential.
• Fluency in English. Other languages preferred.

In return, we offer competitive pay and benefits, and a chance to work with a great team of talented people. Most importantly, we\'ll give you the Room to be Yourself.

So what\'s your passion? Please get in touch if this position matches your skills and interests and tell us how you could bring your individual competencies by clicking "Apply Online".

We are an equal opportunity employer.

At IHG, we\'ve made a promise. As one of the world\'s leading hotel groups, we\'re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

As the world\'s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental\xc2\xae\xef\xb8\x8f brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you\'d like to embrace a world of opportunities, we\'d like to welcome you to the world\'s most international luxury hotel brand. Let\'s Go Further Together.

Don\'t quite meet every single requirement, but still believe you\'d be a great fit for the job? We\'ll never know unless you hit the \'Apply\' button. Start your journey with us today.

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