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 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