Job Information
IHG Instant Service Agent / Operator in Jordan
Duties and Responsibilities
Key Responsibilities
Process all incoming and outgoing calls accurately and courteously
Records and controls accurately wake up calls
Pages guests in co-operation with concerned departments
Records all entries on traffic sheets
Assists guests with international calls and directory queries
Calls guests by name whenever possible
Pages staff member when requested
Abides by principles of guest privacy
Handles guests needs or requests and reports complaints to the Telephone Supervisor
Report on logbook daily
Bill call costs
Aware of local telephone listings and frequently dialed numbers
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
Attends to all guest queries and requests promptly
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
Occupational Health and Safety Responsibilities
Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
Initiate action to correct a hazardous situation and notify supervisors of potential dangers
Log security incidents and accidents in accordance with hotel requirements
Key Competencies Key Tasks
Taking Responsibility
Strive for constant improvement and take responsibility for your own performance
Adhere to InterContinental Hotel Group Corporate Code of Conduct
Adhere to Hotel Handbook and general policies and procedures
Adhere to Front Office Policies and Procedures
Report problems to Management with suggestions for resolution
Understanding My Job
Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
Understands how their role fits with others and contributes to the success of business
Understands the hotel’s facilities, products and services
Provides information when requested and promotes hotel’s services, facilities and special events
Implements department procedures and policies as needed
Customer Focus
Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
Anticipate guest needs, handle guest enquires, and solve problems
Create a positive hotel image in every interaction with internal and external customers
Adhere to hotel brand standards
Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
Assist guests and escort them to locations within the hotel at their request
Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
Maintain current Hotel information to be able to provide information to guests
Teamwork
Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments
Communicate well to ensure effective shift hand-overs
Actively participate in organised meetings
Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
Adaptability
Be open to new ideas and make changes in the job and routine as required
Work in line with business requirements
Complete tasks as directed by Management
Developing Self
Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
Seek feedback on areas of shortfall
Maximize opportunities for self development
Reliability
Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
Follow standards, policies and procedures
Meet hotel attendance and grooming standards
Cultural Awareness
- Work effectively with customers and colleagues from different viewpoints, cultures and countries
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
IHG
- IHG Jobs