Essential Duties and Responsibilities – (Key Activities)

• 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 sytems, 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.

• 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)