IHG Instant Service Agent, InterContinental Boston in Boston, Massachusetts
Instant Service Agent, InterContinental Boston
Job Number R157066
Americas - United States - Massachusetts - Boston
Do you see yourself as an Instant Service Agent?
What's your passion? Whether you're into gardening, sports or singing karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.
HOTEL OVERVIEW: For 70 years, the InterContinental ® Brand has been writing the story of international travel and showing guests the InterContinental Life through personalized service, memorable, one of a kind experiences and global etiquette. As part of the largest luxury hotel brand in the world, InterContinental ® Boston is a landmark of luxury; rated in the top five on Trip Advisor for Boston hotels, named one of the ‘Best Hotels in the World' by Condé Nast Traveler magazine and featuring a Forbes Four-Star, 4 Diamond AAA rated hotel experience. The property overlooks Boston's historic waterfront, featuring 424 luxurious ultra-modern accommodations with distinctive style and breathtaking waterfront or downtown city views, a full service spa and fitness club, 32,000 square feet of premier meeting and event space, and an array of restaurants and bars influenced by a variety of international flavors. We are looking for passionate people who are charming, confident and internationally-minded to ensure we continue the story of making great things happen at InterContinental ® Boston.
Your day to day
POSITION OVERVIEW: In this position you have the overall responsibility for handling all internal and external incoming calls to the hotel. You will answer calls from in a timely and professional manner and in accordance with established scripts and standards. You will handle a multitude of requests all while following our Forbes Four Star service standards.
DUTIES & RESPONSIBILITIES:
Answer phone calls within prescribed time frame
Respond to guest’s request in a professional manner and according to established scripts and standards
Dispatch services/resolution in accordance with established procedures. Ensure calls are logged and follow up with guests to ensure total guest satisfaction.
Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
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.
Perform other duties as assigned.
What we need from you
QUALIFICATIONS: This position requires basic reading and writing and computer skills. Prior experience in a luxury hotel setting is preferred. 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
Sitting in the same place for long periods of time
Communication skills are utilized a significant amount of time when interacting with guests and employees.
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.
What we offer
In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.
So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.