Coordinator, Instant Service Center

Essential Duties And Responsibilities – (Key Activities)
Perform basic daily transactional tasks including but not limited to e-mail management or phone support, processing individual guest bookings using hotel and/or corporate systems, processing groups and/or sales block rooming list, entering guest credit card or VCC using the corporate system, data entry, reservation verification, system navigation and file maintenance. Escalate to management when task is new or unusual.

Perform daily operation tasks as needed by the hotel and ensure that it's processed on the agreed time per task.

Notify management and support team of any malfunctioning softphone, systems, or accessories.

Communicate any outstanding requests or concerns to Corporate Leaders and/or hotel management that may require additional monitoring or follow up. Notify appropriate management leaders and support group of any malfunctioning equipment, systems, or process inaccuracies.

Promote teamwork and quality service through regular collaboration with the Instant Service Center team, as well as hotel departments of the service enrolled properties

Initiate customer contact as needed to answer questions related to assigned work. Maintain a consistent, high-quality customer-focused orientation.

Perform other duties as assigned.

Other Responsibilities
Promotes and nurtures The IHG Winning Ways, IHG's Priorities and Behaviours and supporting a Diverse, Equitable and Inclusive culture in the workplace, being supportive in words and actions, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.

Required Qualifications
Education –
Bachelor's degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.

Experience –
At least 1 year of progressive work-related experience with demonstrated proficiency in customer service and/or reservation in the Hospitality or Service industry.

Technical Skills And Knowledge –
Demonstrated clear, concise, and succinct communication skills, including adapting both verbal and written English communications to the needs and level of user. Must be able to provide clear instructions and remain composed and professional when handling emergency situations.

Experience as customer support representative is an advantage

Experience with Opera or reservation booking systems is a plus

Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the Instant Service Center

Demonstrated ability to keep current with industry trends/changes.

Demonstrated attention to detail and ability to manage multiple tasks/clients required.

Demonstrated aptitude to learn and adapt to fast changing environment and modify plans as needed.

Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions as required.

Demonstrated experience with MS Office products.

ACCOUNTABILITY
Number of employees supervised:
Not applicable. Sole contributor role.

Decision Making Responsibilities – (Key Decision Rights)
This position makes basic procedural decisions to meet the needs of the customer or service level agreement in a help desk and/or data entry environment. This role involves participation in team decisions regarding work processes and procedures.

CONTACTS – (Key Relationships)
Internal Key Relationships
Instant Service Center Leadership Team, IHG Company Managed Hotel Leadership team and key contacts

External Key Relationships
Partner travel agencies, guest/s and clients

Physical Requirements
The team is following the hybrid work set-up. Work is typically performed in a normal office environment and an opportunity to work from home on certain days as agreed upon with the team. Readiness for 24/7 shift and operations.

Note: The statements in this job description are intended to represent the key duties, essential nature and level of work being performed. Details in this document are not intended to be all responsibilities or qualifications of the job.
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.

Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

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 regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

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.