Job Description

Job Category: Hotel-Front Office
:
First impressions count. To get our guests' memorable experiences off to an unforgettable start, we're looking for an Instant Service Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.
A little taste of your day-to-day:
Every day is different, but you'll mostly be:

• 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 events.
• Rotate in 3 shifts (morning / afternoon / night).
• Handle incoming calls and handle wakeup calls
• Work closely with your team members, Supervisors, Managers and also colleagues of other department in a friendly manner assuring mutual respect and encourage each other to create Great Hotels Guests Love.
• 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.
• Complete additional tasks assigned by your Service Leader, Supervisor or Manager
• Promptly handle all emergency calls efficiently.
• Use Messagebox to log all requests and issues
• Promptly check all e-mails and action accordingly.
• Attend shift briefings, read handovers and participate in departmental meetings/gatherings.
• Be fully knowledgeable of the operating systems such as Alcatel, Opera, Messagebox, Microsoft and etc to perform the tasks/operations promptly.

What We need from you:

• Minimum two years' experience in the same role in a 5 star hotel, Call centre or any customer service related job.
• Intermediate knowledge of Microsoft Office and Microsoft Outlook.
• 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 environment.
• Able to manage multiple tasks.
• Eager to learn, stay motivated & progress.
• Enthusiastic, courteous & helpful to colleagues & customers.
• Customer service orientated.

What you can expect from us:
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you'll become part of our ever-growing global family.

Skills Required