Full job details
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
Under the general
direction of the Guest Service Centre Supervisor/Front Office Manager and
within the limits of established by InterContinental Hotels Group and local
policies and procedures; oversees and directs all aspects of Telecommunication
services to achieve the highest possible guest satisfaction.
To act as the central
communication point of contact at the hotel by providing and co-ordinating
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.
Duties and Responsibilities
- Promote Inter-Hotel sales and
- Gain understanding of the
departmental goals and financial targets and support your Line Manager to
achieve these targets.
- Recycle where-ever possible
and enforce cost saving measures where appropriate.
with Hotel Rules and Regulations and provisions contained in the Employment
with Company Grooming Standards and maintain a high standard of personal
hygiene and be well groomed and well dressed at all times.
with Time and Attendance Policies.
participate in training and development programs and maximize opportunities for
- Demonstrate service attributes in accordance with industry expectations
and 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 guest
- Answers all calls within 3 rings, using the guest surname at least three
times throughout conversation.
the dynamic nature of the Hotel industry and extend these service attributes to
all internal customers.
- Perform tasks as directed by
your manager in pursuit of the achievement of business goals.
- Inputs all Guests, Engineering,
Housekeeping, etc. requests promptly and accurately into the QEMS rapid
- 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
- Handles guest messages –
written and or voice mail and sends fax out regarding guest inquiries and
- 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 Engineering 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.
- Ensure maximum involvement
in the HeartBeat program in order to obtain higher results.
- 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
- Demonstrate understanding
and 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 with
emergency and evacuation procedures
- Ensure all security incidents, accidents and near
misses are logged investigated and rectified to prevent future catastrophes
- The Guest Service
Centre Agent is responsible for dealing with guest requirements in a courteous,
charming and professional sales-orientated manner to both internal and external
guests. The agent’s tasks are to provide
a prompt and satisfactory resolution to any inquiry, request, and problem or
complain 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 team
player and has good communication skills. He/She must be customer oriented and
is flexible to work in various shifts.