ROLE PURPOSE:

Oversees a team responsible for handling Guest Services duties at specific IHG Company Managed Hotels. Ensures timely submission of all deliverables in accordance with the agreed-upon service level agreement while maintaining a high standard of work quality.

Essential Duties & Responsibilities:

• Performs daily tasks, including but not limited to monitoring attendance and break schedules, offering assistance to Attendants through calls and/or emails, managing the CMH ISC mailbox and Hotel's messaging platform, identifying and reporting call trends and outstanding issues, and handling overflow calls during periods of high call volumes.

• Informs the Leadership Team (ISC and/or Hotel) of any pending requests or issues that may need additional monitoring or follow-up. Notify relevant personnel, departments, or partners about any faulty equipment, systems, or inaccuracies in processes.

• Conduct a thorough analysis and documentation of business processes and concerns, subsequently devising solutions and crafting insightful reports to optimize overall operational efficiency

• Demostrates a profound understanding and knowledge of our partner hotels, their products, and the brand they represent.

• Communicate with the on-site hotel management to address any urgent or outstanding guest requests promptly and efficiently.

• Notify management of any issues or malfunctions with soft-phone, systems, any equipment or accessories for immediate resolution and uninterrupted communication with guests and hotels.

• Promotes teamwork and uphold the delivery of quality service through ongoing collaboration with the Instant Service Center Guest Services team and the partnered Company Managed Hotel properties

• Lead employee discussions through meetings or one-on-one sessions focusing on process-related matters. Foster team engagement and enhance collaborative efforts for improved work dynamics.

• Conduct a detailed quality assessment of emails and calls through call audits and evaluations, ensuring that the team consistently delivers top-tier service to both guests and colleagues.

• Provide support or assistance to ISC Reservations Desk when the need arises.

• Perform other duties as assigned

Decision making responsibilities

• This position makes basic to critical procedural decisions to meet the needs of the customer or service level agreement in a help desk and/or data entry environment. This role involves participation in management decisions regarding work processes and procedures.

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

REQUIRED QUALIFICATIONS:

Education: Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.

Experience: 1-2 years progressive work-related experience with demonstrated proficiency in Hotel Customer Service, Guest Services, Front Office operations and or its equivalent.

Technical Skills and Knowledge:

• Display strong effective and succinct communication abilities, adapting verbal and written skills to meet the requirements and comprehension levels of diverse audiences, including internal teams (Attendants, Managers, Support group) and hotel partners (General, Front Office, Reservations Managers, and others).

• Able to provide clear and concise instructions and demonstrating presence of mind and professionalism in emergency or unforeseen situations.

• Demonstrate and execute strong problem-solving skills with keen attention to detail, along with a solid set of technical abilities enabling to effectively support, address, escalate issues related to system or set operations between IHG, Partners and Hotels.

• Possess skill and knowledge of IHG One Rewards program and hotel systems, programs, training principles and procedures. Such as but not limited to the following applications: Opera (PMS), HotSos, Jazzware, Quore, Zingle, Kipsu, KYC, e-Sertifi, GRS, WebGnR and Medallia Heartbeat.

• Capable to stay informed about industry trends and changes, together with a displayed proficiency for learning and adapting to a rapidly evolving environments and adjustments to modification of set plans as needed.

• Possesses the ability and skill to provide guidance and support to a team member in a leadership or mentor capacity.

• Facilitate effective decision-making and nurture trust within the team to create a positive and collaborative work environment.

• Exhibit strong time management skills by efficiently handling both assigned daily tasks and unforeseen tasks and projects within set deadlines.

• Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the department.

• Proficient in utilizing MS Office applications, including Excel, Word, PowerPoint, MS Teams, and SharePoint.

ACCOUNTABILITY:

• Number of employees supervised: Minimum of 1 to 5 attendants.

PHYSICAL REQUIREMENTS:

• Work is typically performed in a normal office environment (FULL ONSITE ROLE - Makati office location).

• Readiness for 24/7 shift and operations.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

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.