Job Description

Job Title Instant Service Centre Supervisor

Description

About us
Do you see yourself as an Instant Service Centre Supervisor for InterContinental Hotels Group Dubai Festival City?

What's your passion? Whether you're into triathlon, exploring new restaurants or dancing the tango, at IHG we're interested in you. We love people who apply the same amount of passion and precision to their jobs as they do to their hobbies. Imagine working for a company that gives you Room to be yourself. Our commitment to our people is to deliver room to have a great start, to learn and grow, to perform, to be recognized and rewarded, to be involved and to take the initiative and lead.

The InterContinental Hotels Group properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 900 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.

Your day to day
Under the general direction of the Front Office Manager/ Instant Service Supervisor and within the limits of established by InterContinental Hotels Group - Dubai Festival City and local policies and procedures, oversees and directs all aspects of Telecommunication services to achieve the highest possible guest satisfaction and promotes the desired work culture.

Provide prompt, courteous and efficient service to all guests to achieve a high level of customer satisfaction through personalized service as per Brand Standards.

Demonstrate a complete understanding of the hotel policies, procedures, service standards, have full knowledge of the hotel facilities, happenings, local conditions and current

Rotate in 3 shifts (morning / afternoon / night).

Handle incoming calls for IC, CP and ICRS

Work closely with your team members, Managers and also colleagues of other department in a friendly manner assuring mutual respect and encourage each other to create Great Hotels Guests

Maintain the privacy of all guests by ensuring that no details are disclosed

Take ownership of guest requests and notify them of any delays in performing work orders in accepted standard time and call them back to ensure their satisfaction.

Take ownership of solving guest problems and pass it to the Manager on Duty if necessary and record the guest complaints

Handle wakeup calls of IC, CP and ICRS

Cover Business Centre Operations when required

Complete additional tasks assigned by your Service Leader, Supervisor or Manager Promptly.

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

Minimum two years' experience in the same role in a 5 star hotel, Call centre or any customer service related

Intermediate knowledge of Microsoft Office and Microsoft

Excellent written and verbal English communication skills and knowledge of an additional language is an advantage.

Previous experience in Opera system is an advantage

Ability to work independently and within a team

Able to manage multiple tasks.

Eager to learn, stay motivated & progress.

Enthusiastic, courteous & helpful to colleagues && customers.

Customer service oriented.

Outgoing, friendly, warm personality

What we offer
We'll reward all your hard work with competitive salary and benefits.

Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.

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