IHG® Hotels & Resorts is one of the world’s leading hotel companies, with a promise to provide True Hospitality for everyone. As one of the world's largest upscale brands, we have properties located in major urban centres, gateway cities and resort destinations all around the globe.
Be part of Fiji's globally anticipated new resort. At Crowne Plaza Hotel & Resorts, we support colleagues in delivering an unscripted approach to service that encourages warm, engaging interactions between the hotel team and guests. In our hotels you'll find a team who are people-first, professional and inclusive.
If you are confident, positive, inventive and love to connect and collaborate you'll feel at home and excel at Crowne Plaza.
What is the job?
Do you see yourself as an Instant Service Agent? What's your passion? At IHG we're interested in YOU. We employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more individuals like this to join our friendly and professional team.
Based at the Crowne Plaza Fiji Nadi Bay Resort & Spa, we’re searching for a full time Instant Service Agent, to provide timely and professional telephone service for all incoming phone calls received primarily from external callers and in accordance with established scripting and standards.
A little taste of your day-to-day:
Every day is different at IHG, but you’ll mostly be:
- Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, and promptly route call to its destination.
- Record all entries on work sheets.
- Report on logbook daily.
- Strictly abide by standard policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations.
- Advise defects on switchboard equipment to Supervisor.
- Maintain a clean work environment.
- Maintain detailed knowledge of the Hotel’s fire, life and safety system.
- Maintain detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard.
- Advise defects on switchboard equipment to Instant Service Manager/Supervisor.
- Promote teamwork and quality service through daily communications and coordination with other departments.
- Respond to in-house guest concerns or complaints in a timely manner and report accordingly on HubOS.
- Act as central communications point during emergency/crisis situations by having thorough knowledge of emergency, safety and security procedures and having phone numbers of local fire, police, medical facilities, etc.
- Perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests.
- Process all incoming and outgoing calls accurately and courteously.
- Record and controls accurately wake up calls.
- Assist guests with international calls and directory queries.
- Abide by principles of guest privacy.
- Handle guests needs or requests and reports complaints to the Instant Service Supervisor.
- Aware of local telephone listings and frequently dialled numbers.
- Attend to all guest queries and request promptly.
What we expect from you:
- Must be fluent in spoken and written English. Other languages preferred.
- Working knowledge of hotel property management systems like Opera beneficial.
- Communication skills - guests will need to call you with concerns as well as compliments, so you’ll be easy to talk to. Communication skills are utilized a significant amount of time when interacting with guests and callers.
- Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories.
- Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math and computers.
- Flexibility - night, weekend and holiday shifts are all part of the job.
- You’ll have a Tourism/Hospitality diploma or qualification.
- Experience - ideally, you’ll have spent at least one year in a guest service position as a phone/switchboard operator.
- This job requires ability to perform the following:
- Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.
How do I deliver this?
There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.
What we offer
In return we'll give you a competitive salary package including, free transfers within the Nadi area to the resort and back, food and beverage discount, discounted room rates worldwide and the opportunity to progress your career with IHG®.
Most importantly, we'll give you the room to belong.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer.
IHG Hotels & Resorts provides equal employment opportunities to applicants and employees 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.
IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests. E-mail a letter of application and résumé in the first instance to [email protected] by 1600hrs, Monday 19th August, 2024.
