Attendant, Instant Service Center

Key Accountabilities 

• Respond to incoming phone calls within prescribed time frame and direct callers promptly and accurately to their intended department as per established processes.  
• Engage with callers in a consistently professional manner, exemplifying a level of professionalism that mirrors the luxury service behavior of the hotel and the brand they are representing.  
• Demonstrates a profound understanding and knowledge of our partner hotels, their products, and the brand they represent.  
• Efficiently manage and address guest requests received via call, email, and SMS platform, such as in-hotel amenities, stay-related inquiries, and more, ensuring a prompt and seamless resolution.  
• Accurately input requests into Opera, HotSOS, Quore, and other relevant systems, and verify that the necessary actions have been taken to address them effectively.  
• Deliver comprehensive assistance to guests by providing detailed and accurate information about hotel facilities and services, offering local directions, and imparting essential guidance on emergency, safety, and security procedures, ensuring a thorough and informative guest experience.  
• Coordinate the deployment of services and resolutions, strictly adhering to established procedures. Subsequently, conduct thorough and timely follow-up to ensure optimal guest satisfaction.  
• Communicate with the on-site hotel management to address any urgent or outstanding guest requests promptly and efficiently.   
• Notify management of any issues or malfunctions with soft-phone, systems, any equipment or accessories for immediate resolution and uninterrupted communication with guests and hotels.  
• Facilitate effective relay of communication during emergency or crisis situations to ensure a swift and coordinated response.  
• Cultivate a culture of teamwork and excellence in service through consistent collaboration with the Instant Service Center team and different departments of our partner hotels, ensuring the delivery of best in class service quality.  
• Provide support or assistance to ISC Reservations Desk when the need arises.  
• Perform other duties as assigned. 

Required Education, Experience, Technical Skills and Knowledge 

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 in the Hospitality or Service industry.  

Technical Skills and Knowledge 

• Demonstrate strong, effective, and succinct communication abilities, adapting verbal and written skills to meet the requirements and comprehension levels of diverse audiences, such as in-house guests, callers and other hotel or corporate colleagues.  
• Able to provide clear and concise instructions/communications and demonstrating presence of mind and professionalism in emergency or unforeseen situations encountered at the properties.  
• Prior experience as a customer support representative, particularly within the Hospitality and/or Food Industry is considered a plus.  
• Knowledgeable with Opera (PMS) or housekeeping systems, such as Quore, HotSOS, JazzWare, or a similar system, is considered a plus  
• Demonstrates a keen eye for detail, consistently ensuring precision and accuracy in tasks and problem-solving processes  
• Proficient in multitasking and navigating multiple systems, adept at delivering accurate information promptly to effectively answer or resolve guest/caller needs  
• Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the department.  
• Capable to stay informed about industry trends and changes, together with a displayed proficiency for learning and adapting to a rapidly evolving environment and adjustments to modification of set plans as needed.  
• Utilizing a contact management system to clearly document call details, along with any necessary timely follow-up notes and actions  
• Proficient in utilizing MS Office applications, including Excel, Word, MS Teams, and SharePoint 

Physical Requirements 

Work is typically performed in a normal office environment (full onsite role).  Readiness for 24/7 shift and operations.  

bilities