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 InterContinental Hotels 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
Notify management of any malfunctioning telephone equipment or accessories. PEOPLE
Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals. GUEST EXPERIENCE
Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines. May provide wake-up calls to guests rooms if this is not an automated phone system function. RESPONSIBLE BUSINESS
Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, and promptly route call to its destination. Provide callers with local directions and general information in a courteous and accurate manner. Act as central communications point during emergency/crisis situations. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance. May operate in-house paging system as well as serve as base communications with security and maintenance departments. Perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests. QUALIFICATIONS AND REQUIREMENTS
Basic reading and writing plus six months experience as a phone/switchboard operator. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
Speak, listen, and use a keyboard to type or route messages, usually done while sitting down. Other:
Communication skills are utilized a significant amount of time when interacting with guests and callers; Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff. May be required to work nights, weekends, and/or holidays.
