Attendant, Instant Service Center

ROLE PURPOSE:
Perform precise and timely response to incoming calls from both in-house guests and external callers of partner Company Managed Hotel, adhering strictly to established scripts, service-level agreements, and predetermined set of standards. Contribute to IHG's revenue by providing assistance and completing any Guest Services-related tasks specifically tailored for designated Company Managed hotels. Actively participate in any Hotel Operations Support and Services' initiatives by offering support and engaging in special projects as directed by the Manager. Your role plays a crucial part in maintaining operational efficiency and supporting strategic initiatives within the specified framework of objectives set forth by the management team.

KEY ACCOUNTABILITIES:

• Answer phone calls within prescribed time frame and promptly route calls to required destination.
• Handle all guest requests and inquiries in a timely manner including but not limited to e-mail management, processing requests in HotSOS/Quore, entering wake-up call requests using hotel specific systems, adding special requests using the hotel's sytems, entering guest credit card or VCC using the corporate system and coordinating and/or escalating concerns to hotel onsite colleagues.
• Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.
• Notify management and support team of any malfunctioning soft phone, systems or accessories.
• Respond to callers in a professional manner that reflects highly of the hotel and brand.
• Dispatch services/resolution in accordance with established procedures.
• Ensure calls are logged and follow up with guests to ensure total guest satisfaction.
• Communicate any outstanding guest requests or issues to hotel management that may require additional monitoring or follow-up.
• Assist with communications during an emergency or crisis situation.
• Promote team work and quality service through regular collaboration with the Instant Service Center team, as well as hotel departments of the service enrolled properties
• Perform other duties as assigned.
• 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.

WHAT WE NEED FROM YOU:
Education:
Bachelor's degree in hotel Management, Business or something similar, or relevant experience. Fresh graduates are welcome to apply.

Experience:
Some of our best employees came to IHG with no work history at all. We are looking for great communicators who have the ability to quickly develop relationships with our guests. We are looking for candidates with strong interpersonal and customer service skills, and excellent verbal communication skills.

Technical Skills and Knowledge:

• Strong communication skills, both verbal and written, with the ability to stay calm and clear during emergencies
• Customer support experience is a plus, especially with systems like Opera, Quore, or HotSOS
• Flexible with schedules, ready to work weekend and holidays for 24/7 support
• Detail-oriented and able to juggle multiple tasks while keeping up with industry trends
• Comfortable using contact management systems and MS Office to document calls and follow up

PHYSICAL REQUIREMENTS:

• Work Arrangement: 100%Work Onsite
• Office Location: 27th Floor, RCBC Plaza Tower 2, 6819 Ayala Avenue, corner Sen. Gil Puyat, Makati City 1200
• Schedule: mostly Graveyard/Night shift (Ph time)

Enjoy world-class benefits designed to support you and your loved ones:

• Regularization after just 3 months
• Exclusive IHG hotel discounts worldwide — for you, your family, and friends
• Comprehensive retirement plan
• Medical insurance from Day 1 — covering up to 3 immediate family members
• Dental insurance
• Life and accident insurance
• 30 days of leave credits per completed year
• 20% night differential pay
• Global recognition programs
• Endless career growth, training, and development opportunities
• A fantastic, accessible office location
• ..and so much more

Be part of something bigger. Bring your passion, your unique self, and your ambition — and let's grow together.

Apply today — because at IHG, there's always Room For You

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.