JOB OVERVIEW

Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.

At Holiday Inn®we want our guests to relax and be themselves which means we need team members to:

• Be you – by being natural, professional and personable in the way you are with people
• Get ready – by taking notice and using your knowledge so that you are prepared for anything
• Show you care – by being thoughtful in the way you welcome and connect with guests
• Take action – by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Bill call costs

PEOPLE:

• Pages staff member when requested

GUEST EXPERIENCE:

• Handle a high volume of incoming calls promptly and professionally.
• Manage In-Room Dining (IRD) orders accurately and efficiently.
• Assist in-house and external guests with queries and requests.
• Engage with guests across multiple platforms, including WhatsApp, email, and online reviews.
• Records and controls accurately wake up calls
• Calls guests by name whenever possible
• Abides by principles of guest privacy
• Handles guests needs or requests and reports complaints to the Telephone Supervisor
• Aware of local telephone listings and frequently dialed numbers

RESPONSIBLE BUSINESS:

• Support administrative tasks such as scanning, printing, filing, and updating reports for supervisors.
• Liaise with various hotel departments to ensure smooth operations and guest satisfaction.
• Records all entries on traffic sheets
• Report on logbook daily
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Advises defects on switchboard equipment to Supervisor
• Maintains a clean work environment
• Maintains detailed knowledge of the Hotel’s fire, life and safety system
• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
• Maintain Hotel Information

ACCOUNTABILITY

Under the general direction of the Telephone Supervisor and within the limits of established InterContinental Hotels Group brand and local policies and procedures, oversees and directs all aspects of telecommunications services to achieve the highest possible guest satisfaction. You will also help to create a desired work culture around our Winning Ways of the InterContinental Hotels Group and embrace the IHG Commitment

QUALIFICATIONS AND REQUIREMENTS

High School or Vocational Certificate in Business Management, Business Study or equivalent, with 1 year’s experience in customer service or switchboard operator.

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. Proficient in the use of Microsoft Office and Front Office System. Possesses problem solving and organizational abilities. Familiarity with Opera PMS and Infrasys POS will be a strong advantage.