IHG Instant Service Center Attendant in Dunwoody, Georgia

Instant Service Center Attendant

Job Number R155062

Hotel Brand: IHG Corporate

Americas - United States - Georgia - Dunwoody

Description

About us

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We’re growing; grow with us.

Your day to day

Assist in leading the team which answers calls from in-house guests and external callers in a timely and professional manner and in accordance with established scripts, service level agreements and standards.

  • You may be required to work nights, weekends, and/or holidays as the Instant Service Center is open 24 hours a day, seven days a week. [You would have 2 days off per week on a rotational basis].

At IHG our vision is to be one of the great companies in the world by creating Great Hotels Guests Love. We will deliver on this vision through:

  • Our strong portfolio of preferred brands

  • Our talented people

  • Our best in class delivery systems

FINANCIAL RETURNS

Ensure all team members are completing their responsibilities in accordance to their role by:

  • Handling all guest requests and inquiries in a timely manner.

  • Providing guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.

  • Notifying management of any malfunctioning telephone equipment or accessories.

PEOPLE

  • Promote team work and quality service through daily communications and coordination with the Instant Service Center team, as well as hotel departments.

GUEST EXPERIENCE

Ensure all team members are completing their responsibilities in accordance to their role by:

  • Answering phone calls within prescribed time frame and promptly route calls to required destination.

  • Responding to callers in a professional manner that reflects highly of the hotel and brand.

  • Dispatching services/resolution in accordance with established procedures.

  • Ensuring calls are logged and follow up with guests to ensure total guest satisfaction.

  • Communicating any outstanding guest requests or issues to hotel management that may require additional monitoring or follow-up.

  • Assisting with communications during an emergency or crisis situation.

RESPONSIBLE BUSINESS

  • Monitoring the call dashboard and offering support to the team by taking calls.

  • Listening to agent calls and providing feedback.

  • Completing call backs to guests from HotSOS requests.

  • Completing other follow up calls to guests and hotel teams to keep agents available for inbound calls.

  • Perform other duties as assigned.

What we need from you

Basic reading and writing plus six [6] months experience as a phone/switchboard operator. Previous management experience in a similar role or business area is preferred. Must speak fluent English. Other languages preferred.

Prior hotel experience is 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, callers and hotel employees

  • Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.

  • You may be required to work nights, weekends, and/or holidays as the Instant Service Center is open 24 hours a day, seven days a week. [You would have 2 days off per week on a rotational basis].

What we offer

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

IHG is an equal opportunity employer. Minorities/Females/Disabled/Veterans