Guest Services Attendant | 24/7 Hospitality Support

IHG Hotels & Resorts

Makati

On-site

PHP 240,000 - 360,000

Full time

2 days ago

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Job summary

IHG Hotels & Resorts in Makati is seeking a Guest Relations/Support Associate to handle guest inquiries, manage communications, and coordinate requests across hotel systems. You will respond professionally, log calls, and escalate issues as needed to ensure guest satisfaction.

Requirements include a Bachelor’s degree in Hotel Management or related field and at least 1 year in customer service within hospitality.

Qualifications

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.

Responsibilities

Answer phone calls within prescribed time frame and promptly route calls to required destination.
Handle guest requests and inquiries including e-mail management, and processing requests in hotel systems.
Provide guests with information on hotel facilities and services, local directions, and safety procedures.
Notify management of any malfunctioning systems or accessories and escalate as needed.
Respond to callers in a professional manner that reflects 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 outstanding guest requests to hotel management for monitoring or follow-up.
Assist with communications during an emergency or crisis situation.