Instant Service Agent - InterContinental Los Angeles Downtown

Job description

Description

About us
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:· Be charming by being approachable, having confidence and showing respect.· Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownershipof getting things done. · Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
Your day to day
Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand. FINANCIAL RETURNS· Notify management of any malfunctioning telephone equipment or accessories.PEOPLE:Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.GUEST EXPERIENCERespond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines.May provide wake-up calls to guests rooms if this is not an automated phone system function.RESPONSIBLE BUSINESSAnswer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, and promptly route call to its destination. Provide callers with local directions and general information in a courteous and accurate manner.Act as central communications point during emergency/crisis situations. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance. May operate in-house paging system as well as serve as base communications with security and maintenance departments.Perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests.
What we need from you
Basic reading and writing plus six months experience as a phone/switchboard operator. Must speak fluent English. Other languages preferred. This job requires ability to perform the following:Speak, listen, and use a keyboard to type or route messages, usually done while sitting down. Other: Communication skills are utilized a significant amount of time when interacting with guests and callers; Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.May be required to work nights, weekends, and/or holidays.