Instant Service Agent / Operator

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 CompetenciesKey TasksTaking 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