Coordinator, Instant Service Center

Provide effective and timely communication to internal and external customers in determination and resolution of reservation inquiry and requests, with accordance to established scripts, service level agreement and standards.

Supports IHG in achieving full revenue potential by aiding with reservations related tasks to select Company Managed Hotels. Perform and participate in Americas Hotel Operations Effectiveness and Support special projects as necessary, with the direction of the Manager. 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.

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 Behaviors 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.

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.

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.

2024 Version Modified: 04January2024 byISC Reservations Desk Leadership Team

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