at IHG in Chicago, Illinois, United States
Job Description
RELATIONSHIPS:
1. Reports directly to Assistant Front Office Manager.
2. Interacts and cooperates mainly with the front office, reservations, housekeeping, engineering, guest relations, accounting, and food and beverage departments.
3. Interacts with internal and external guests.
4. Interacts and cooperates with other departments as required.
JOB DUTIES AND RESPONSIBILITIES:
1. All calls within three rings and ascertains and uses the guest’s surname at least three times throughout the ensuing conversation.
2. Is able to assist guests with new reservations or changes according to standard operational policy.
3. Inputs all guests and departmental requests promptly and accurately into the Espresso/HotSos response system.
4. Monitors all calls on queue and answers appropriately.
5. Coordinates and assigns by dispatching work orders to the appropriate department and staff and ensures the assigned work orders are completed in accepted standard time and by priority.
6. Communicates all service delays to Supervisor and guest and ensures guest satisfactory.
7. Ensures follow up on all pending Espresso/HotSos work orders that have not been completed.
8. Inputs all guest wake up calls as requested promptly and accurate into the wake up call sheet and system.
9. Takes and records all incoming guest messages-written and or voice mail.
10. Takes and records all incoming facsimiles promptly and makes the necessary delivery arrangements to the appropriate guest or department.
11. Makes recommendations for continuous service improvement.
12. Refers requests for restaurant reservations to the restaurant in the absence of Concierge.
13. Is familiar with daily occupancy levels, arrivals, and departures.
14. Is able to proceed guest check-in and check-out and is able to navigate through and make necessary updates in Opera.
15. Has a sound knowledge of handling accounting related guest issues , or refers information and complaints to accounting by taking guest phone number.
16. Takes all Lost & Found inquiries.
17. Responds knowledgeably to basic guest requests and inquiries related to Engineering issues.
18. Ensures all white board information is current and accurate with regard to need-to-know information.
19. Is able to assist guests with basic IT questions/requests.
20. Knows basic Concierge information, and responds appropriately to all related guest inquiries.
21. Knows all software related to all ServiceCenter activities.
22. Maintains a calm demeanor when dealing with guest complaints, listens well, responds appropriately, and makes the appropriate service recovery gestures in order to ensure complete guest satisfaction. Communicates all complaints to to the Service Center Manager/Supervisor.
23. Completes opening and closing shift duties, and communicates orally and in writing any outstanding guest requests or situations that require additional follow-up or future and/or continued monitoring by other Guest ServiceCenter staff.
24. Completes daily and monthly reports as requested by the Service Center Manager or Service Center Supervisor.
25. Is knowledgeable of and completely conversant in all fire and evacuation procedures, security procedures, health and safety policies and procedures, and other general hotel information including, but not limited to the following:
Hotel facilities and attractions
Methods of payment/basic accounting procedures
Short and long term marketing promotions
Environmental Policies
Basic Hotel standard operating procedures
Basic standard operating procedures for all hotel departments
1. Attends meeting and hotel training sessions as required by hotel management.
2. At IHG we are committed to providing our employees with a safe, secure and healthy workplace. It is your responsibility to comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures.
3. Perform other duties, tasks and special projects as assigned by Supervisor.
QUALIFICATIONS:
1. Attentive to detail.
2. Ability to organize work, prioritize, and follow-up and follow- through expediently.
3. Ability to remain calm, think clearly and maintain control under pressure and in stressful situations.
4. Ability to work an 8-hr shift (first, second or third) without restriction..
5. Ability to work other shifts as mandated by business demands/emergency situations
6. High School diploma or equivalent vocational training.
7. Previous hospitality or customer service experience
8. Ability to effectively communicate (orally and in writing) in English.
9. Basic mathematical skills.
10. Ability to write legibly, accurately and concisely.
11. Ability to work cohesively with co-workers and as part of a team.
12. Ability to project a positive, friendly, and “can-do” demeanor telephonically.
13. Must be tolerant of cultural differences.
14. Good listening skills
15. Communicates in a friendly, warm and engaging manner.
16. Display an appropriate sense of urgency in response to customer requests and/or complaints.
17. Ability to to handle guest complaints/requests in a professional manner.
18. Good, clear speaking voice
19. Keyboard/Computer data entry skills.
20. Multi-task oriented
21. Accommodating
22. Able to make decisions, take action, and respond accordingly
23. Good cognitive skills and memory recall
24. Projects a can-do attitude in language, voice tone, and response
25. Takes ownership
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®? brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.
Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual’s, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
