Instant Service Centre Agent

Job description

Description

About us
IHG® is one of the world’s leading hotel companies, with a promise to provide True Hospitality for everyone. Making everyone feel welcome and cared for, recognised and respected, whoever and wherever they are in the world. Our brands are well-known and loved the world over - Regent Hotels & Resorts, InterContinental® Hotels & Resorts, Kimpton® Hotels & Restaurants, Hotel Indigo®, EVEN® Hotels, HUALUXE® Hotels and Resorts, Crowne Plaza® Hotels & Resorts, voco™ hotels, Holiday Inn®, Holiday Inn Express®, Holiday Inn Club Vacations®, Holiday Inn Resort®, avid™ hotels, Staybridge Suites® and Candlewood Suites®. Join us and not only can you benefit from the world of variety and opportunity that comes with working for a global organisation, you can also look forward to being part of a company that will appreciate you for being you. We give you room to be yourself.
Your day to day
We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. We pride ourselves on letting your personality and passions shine, recognising the individual contribution you make and supporting your ambition to learn and create your own career path. Responsible for: Answer incoming phone calls primarily from external & Internal callers in a timely and professional manner that reflects highly on the hotel and brand. Duties & Responsibilities: Participate in the preparation of the Call centre section operating budget and financial plans together with Call centre Manager. Reduce the telephone cost by communicating via QMES.Develop plans to increase the hotel revenue by cross selling the hotel outlets.Active participation in trainings provided by the hotel and by the department to ensure and establish performance and development goals for the team.Familiarize in compliance with state and local laws and safety regulations.Ensure team members are trained and have the tools and equipment to carry out job duties. Ensure team members are trained on systems, security and service and quality standards. Ensure team members are trained on Fire Panel System and all the related communication in case of emergency Provides guests with prompt service, professional attention, personal recognition and Brand Standard Experience. Ensure Answers all calls within 3 rings, using the guest surname at least three times throughout conversation. Conduct routine inspections of the front office and back office and take immediate actions to correct any deficiencies.Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.Demonstrate understanding and awareness of all policies and procedures relation to Health, Hygiene and Fire Life Safety. Develop and maintain relationships with local fire, police, and emergency personnel. Work as ERT member and act accordingly to FLS action plan/ SOPAny task as and when required, not limited to.
What we need from you
Education Diploma in Hotel Management is required. Bachelor Degree in Hotel Management /any discipline is preferred Education Experience: 1 year relevant experience in Guest Services/ Call Centre/Related Experience Qualifications: Demonstrated ability of interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company. Good understanding of the hotel and hospitality businessProblem-solving, reasoning, and organizational abilities.Good in the use of Front Office SystemExcellent in speaking and writing in English and local language is a must. Additional other language is preferred.
What we offer
As per company policy