Attendant, Instant Service Center
Hotel Brand:
Location: Philippines, Makati City
Hotel: CRO Manila, 27th Floor, Tower Two, RCBC Plaza,, 6819 Ayala Avenue corner Gil Puyat Avenue, MAKATI CITY, 1200
Job number: 149849
Key Accountabilities
- Respond to incoming phone calls within prescribed time frame and direct callers promptly and accurately to their intended department as per established processes.
- Engage with callers in a consistently professional manner, exemplifying a level of professionalism that mirrors the luxury service behavior of the hotel and the brand they are representing.
- Demonstrates a profound understanding and knowledge of our partner hotels, their products, and the brand they represent.
- Efficiently manage and address guest requests received via call, email, and SMS platform, such as in-hotel amenities, stay-related inquiries, and more, ensuring a prompt and seamless resolution.
- Accurately input requests into Opera, HotSOS, Quore, and other relevant systems, and verify that the necessary actions have been taken to address them effectively.
- Deliver comprehensive assistance to guests by providing detailed and accurate information about hotel facilities and services, offering local directions, and imparting essential guidance on emergency, safety, and security procedures, ensuring a thorough and informative guest experience.
- Coordinate the deployment of services and resolutions, strictly adhering to established procedures. Subsequently, conduct thorough and timely follow-up to ensure optimal guest satisfaction.
- Communicate with the on-site hotel management to address any urgent or outstanding guest requests promptly and efficiently.
- Notify management of any issues or malfunctions with soft-phone, systems, any equipment or accessories for immediate resolution and uninterrupted communication with guests and hotels.
- Facilitate effective relay of communication during emergency or crisis situations to ensure a swift and coordinated response.
- Cultivate a culture of teamwork and excellence in service through consistent collaboration with the Instant Service Center team and different departments of our partner hotels, ensuring the delivery of best in class service quality.
- Provide support or assistance to ISC Reservations Desk when the need arises.
- Perform other duties as assigned.
Required Education, Experience, Technical Skills and Knowledge
Education
Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.
Experience
At least 1 year of progressive work-related experience with demonstrated proficiency in customer service in the Hospitality or Service industry.
Technical Skills and Knowledge
- Demonstrate strong, effective, and succinct communication abilities, adapting verbal and written skills to meet the requirements and comprehension levels of diverse audiences, such as in-house guests, callers and other hotel or corporate colleagues.
- Able to provide clear and concise instructions/communications and demonstrating presence of mind and professionalism in emergency or unforeseen situations encountered at the properties.
- Prior experience as a customer support representative, particularly within the Hospitality and/or Food Industry is considered a plus.
- Knowledgeable with Opera (PMS) or housekeeping systems, such as Quore, HotSOS, JazzWare, or a similar system, is considered a plus
- Demonstrates a keen eye for detail, consistently ensuring precision and accuracy in tasks and problem-solving processes
- Proficient in multitasking and navigating multiple systems, adept at delivering accurate information promptly to effectively answer or resolve guest/caller needs
- Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the department.
- Capable to stay informed about industry trends and changes, together with a displayed proficiency for learning and adapting to a rapidly evolving environment and adjustments to modification of set plans as needed.
- Utilizing a contact management system to clearly document call details, along with any necessary timely follow-up notes and actions
- Proficient in utilizing MS Office applications, including Excel, Word, MS Teams, and SharePoint
Physical Requirements
Work is typically performed in a normal office environment (full onsite role). Readiness for 24/7 shift and operations.
bilities
Who we are
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
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 regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
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.
