Telephone Operator
IHG
Telephone Operator
IHG
Global hotel company
About Us
At InterContinental Hotels & Resorts our role is to put the glamour into international travel. That is where you come in. When you are part of the InterContinental Hotels & Resorts brand you are more than just a job title.
At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally minded; people who know what it takes to exceed guest expectations.
Join us as an Operator Agent. You will have ambition, talent and obviously, some key skills. Because, for this vital role, were looking for someone who: - has Sense of hospitality - has proven track record successful administration - has great interpersonal skills.
WHAT IS the job?
-Reports directly to the chief operator.
-Answering the telephone calls before the fourth ring
-Transferring the incoming calls to the appropriate
Departments.
-Transferring the telephone calls to the guest rooms after checking the guest's name.
-making conference calls when needed.
-handling all guest requests calls.
-Helping guest to make long distance calls.
-Making the new membership of loyalty program
-Handling all incoming and outgoing calls
- Sending all guest needs and requirements using the quality management system.
-Handling all external and internal calls to help outside and inside guests and colleagues.
-Solving all problems that faces the guest during
Their stays
-sticking to the standards of the IHG
-attending the new cross training to be aware of the new standard.
-stick to cleanliness and hygiene.
-informing the supervisor of all problems that face the telephone operator to help him in solving his shift problems to be always updating shift by shift.
Your day-to-day
recording the wake-up calls form and inform the shift leader and SUPERVISOR.
-RECORDING ON the traffic sheet all business calls that were TAKEN.
- follow the shift new briefing to avoid mistakes during the shift
-write the bulletin board (that contains all the events and vip arrivals and ALL DAILY INFORMATION.
- Sending q.e.m.s guest requests to THE CONCERNED DEPARTMENT.
-sending qms orders to all departments (eng, HK, MINI bar .etc)
- Answering the telephone calls before the fourth ring.
Demonstrate awareness and adhere to the occupational, health and safety legislation, policies and procedures.
Be familiar with the Hotel safety, first aid, fire and emergency procedures and operating equipment safely and responsibly.
Report security incidents and accidents in accordance with the Hotel requirements.
What we need from you
Look smart – wear your uniform with pride
Great communication skills
Complies with hotels health, safety and hygiene policy
Supervises cleanliness of work area
Supervises and attends to all guests' queries, and requests promptly
Performs related duties and special projects as assigned
Minimum 1.5 years of experience as a Telephone Operator preferred
How do YOU deliver this?
We genuinely care about people, and we show this through living out our promise of True Hospitality each and every day. It is what connects every colleague in all IHG® hotels.
Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
True Attitude:
Speaking with the guest to make sure that he is following the standards of the I.H.G when calling the guest by his family name saying the full script professionally.
True Confidence:
To be up to date and have the knowledge and IHG standard when dealing with guest. Through attending the training and knowledge needed, cascade what agent learned from online training to them
True Listening:
Follow all guest complains to understand the problem carefully, monitor the time, to know how to solve it in a professional way.
True Responsiveness:
To be ready for all new situations that we face in shift by shift and handling them depending on our IHG standards.
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
What you can expect from us
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you’ll become part of our ever-growing global family.
IHG is a global hospitality company operating and franchising a portfolio of hotel brands. The company supports hotel development, reservations, loyalty programs, revenue management, brand standards, technology, and guest services. It serves travelers, hotel owners, franchisees, corporate clients, loyalty members, and hospitality partners. Its operating model centers on a primarily franchised and managed hotel network connected through brands, distribution, commercial systems, and regional support. Teams work across hotel operations, development, revenue, technology, marketing, loyalty, finance, and owner support. Teams support coordinated daily delivery.
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