Attendant, Instant Service Center (Onsite)

Ihg, L.C.; Philippines; On-site; PHP 201,000 - 335,000; Full time

Job summary

Ihg, L.c. invites applications for Attendant, Instant Service Center (Onsite) in Manila, Philippines. This on-site role handles guest calls, emails, and requests using hotel systems, delivering prompt service and accurate information.

The ideal candidate has a bachelor’s in hospitality or related field and at least 1 year of customer-service experience. Proficiency in English and familiar with Opera or reservation systems is preferred. Flexible with shifts to support 24/7 operations.

Qualifications

• Bachelor's degree in Hotel Management, Business, Education or equivalent.
• At least 1 year of customer service experience in Hospitality or related field.
• Ability to communicate clearly in English and handle emergencies calmly.

Responsibilities

• Answer phone calls within prescribed time frame and route calls to required destination.
• Handle guest requests and inquiries via email and hotel systems.
• Provide guests with information on facilities, directions, and safety procedures.
• Notify management of malfunctioning systems and escalate concerns as needed.
• Respond to callers professionally reflecting the hotel brand.
• Log calls and follow up to ensure guest satisfaction.

Skills

Customer service

Communication skills

Adaptability

Multitasking

Education

Bachelor’s degree in Hotel Management

Bachelor’s degree in Business

Bachelor’s degree in Education

Tools

Opera

Reservation systems

MS Office

Job description

Attendant, Instant Service Center (Onsite)

Company: Ihg, L.c. Job Type: Full Time Philippines

Job Description – Attendant, Instant Service Center (Onsite)

• Answer phone calls within prescribed time frame and promptly route calls to required destination.

• Handle all guest requests and inquiries in a timely manner including but not limited to e-mail management, processing requests in HotSOS/Quore, entering wake-up call requests using hotel specific systems, adding special requests using the hotel’s systems, entering guest credit card or VCC using the corporate system and coordinating and/or escalating concerns to hotel onsite colleagues.

• Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.

• Notify management and support team of any malfunctioning soft phone, systems or accessories.

• Respond to callers in a professional manner that reflects highly of the hotel and brand.

• Dispatch services/resolution in accordance with established procedures.

• Ensure calls are logged and follow up with guests to ensure total guest satisfaction.

• Communicate any outstanding guest requests or issues to hotel management that may require additional monitoring or follow-up.

• Assist with communications during an emergency or crisis situation.

• Promote teamwork and quality service through regular collaboration with the Instant Service Center team, as well as hotel departments of the service enrolled properties.

• Perform other duties as assigned.

Other Responsibilities

• Promotes and nurtures The IHG Winning Ways, IHG’s Priorities and Behaviours and supporting a Diverse, Equitable and Inclusive culture in the workplace, being supportive in words and actions, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.

Key Skills & Experiences

• Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related 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

• Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written English communications to the needs and level of user. Must be able to provide clear instructions and remain composed and professional when handling emergency situations.

• Experience as customer support representative is an advantage.

• Experience with Opera or reservation booking systems is a plus.

• Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the Instant Service Center.

• Demonstrated ability to keep current with industry trends/changes.

• Demonstrated attention to detail and ability to manage multiple tasks/clients required.

• Demonstrated aptitude to learn and adapt to fast changing environment and modify plans as needed.

• Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions as required.

• Demonstrated experience with MS Office products.

Work Arrangement

• Full on-site work
• Primary office location:CRO - Manila(27th Floor, RCBC Plaza Tower 2, 6819 Ayala Avenue, cor. Sen. Gil Puyat, Makati City 1200)