Instant Service Agent / Operator

Instant Service Agent / Operator

Hotel Brand: InterContinental

Location: Jordan, Amman

Hotel: IC - Amman (Jordan) (AMMHA), Islamic College Street, P.O. Box 35014, 11180

Job number: 170535

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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 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

• 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.

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