Instant Service Agent / Operator

IHG · Jordan

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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 guest's 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 handovers 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

Job Scope This position title is used for IC branded hotels only. Under the general direction of the Instant Service Centre Manager and within the limits of established standards of InterContinental Hotels Group, local policies and procedures, oversees and directs all aspects of Telecommunications services to achieve the highest possible guest satisfaction. Ensure the highest standard of Customer Care and Service at all time. Promote the desired work culture around our Winning Ways; Do the right thing, Show we care, Aim higher, Celebrate difference and Work better together.

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