Instant Service Agent (Operator)

Your Day To Day

• Answering all incoming and outgoing calls accurately, courteously, and professionally, ensuring that guests' needs are met in a timely manner.
• Manage wake-up calls with accuracy, ensuring guests receive their calls at the requested time.
• Assist guests with international calls, offering guidance and support with dialing instructions, and ensuring proper billing and call connection.
• Handle guest directory queries, providing guests with information about hotel services, facilities, and external contact numbers.
• Call guests by name to personalize the experience and enhance guest satisfaction.
• Respond promptly to guest inquiries via telephone, email, or other communication channels, providing helpful and accurate information.
• Maintain guest privacy by strictly adhering to the principles of confidentiality and discretion when handling guest requests or information.
• Assist with guest needs or requests and escalate or report any complaints to the Duty Manager or relevant department for resolution.
• Handle room service order requests (in-room dining) by accurately taking orders and ensuring swift coordination with the kitchen team.
• Report on logbook daily, recording important incidents, guest requests, complaints for future reference and follow-up.
• Maintain awareness of local telephone listings and frequently dialed numbers, such as local attractions, transportation services, and emergency contacts.
• Adhere to hotel standards, policies, and procedures, ensuring that all calls are handled according to established protocols and maintaining consistency in guest service.
• Maintain a clean work environment, keeping the telephone operator station organized and ready for use at all times.
• Follow emergency procedures, including fire, bomb threat, or other critical situations, according to the hotel’s emergency response plan.
• Adhere to the emergency response protocols for the telephone room, ensuring that all staff members are prepared to act swiftly in an emergency.
• Maintain detailed knowledge of the Hotel’s fire, life, and safety system, staying updated on evacuation routes, safety equipment, and emergency contacts.
• Stay informed on the operations of the Emergency Response Team (ERT) and their coordination with the telephone system in case of emergencies.
• Attend to all guest queries and requests promptly, ensuring that each request is managed efficiently and professionally.
• Uphold the IHG Brand Standards by delivering a consistent level of service, maintaining the brand's reputation for quality and guest satisfaction.
• Demonstrate strong customer service skills, ensuring all calls and requests are handled with patience, professionalism, and attention to detail.
• Provide information about the hotel’s services, promotions, and amenities, ensuring guests have the information they need for a comfortable stay.
• Manage special requests from guests, such as room adjustments, maintenance needs, or additional amenities, and relay to relevant departments.
• Advise the Supervisor of any defects or issues with the switchboard or telephone equipment, ensuring that repairs or maintenance are requested immediately to minimize disruption.
• Ensure smooth operation of the switchboard and all communication equipment, troubleshooting minor issues as they arise.
• Familiarize yourself with all hotel communication systems, including internal phone systems, room-to-room dialing, and emergency communication protocols.
• Assist with ad-hoc duties as requested by the Duty Manager or Supervisors, including special guest requests or operational needs.
• Collaborate with other departments to relay guest requests and ensure a seamless guest experience.
• Participate in training and development programs to improve service skills and stay updated on hotel policies and procedures.

What We Need From You

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Able to read and write English.
• Proficient in the use of Front Office System.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG^® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.