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InterContinental Hotels Group
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Club Floor Agent

Job Description and Requirements

Description 

About us KEY RESPONSIBILITIESJob SummaryUnder the general direction of the Front Office Manager or his / her delegate, and within the limits of established IHG and local Hotel policies and procedures, responsible for the speedy courteous answering of incoming telephone calls, providing all necessary information to callers, and transferring all calls to the related departments. Your day to day Essential Duties and Responsibilities • Process all incoming and outgoing calls accurately and courteously.• Records and controls accurately wake up calls.• Aware of local telephone listings and frequently dialed numbers.• Answers and Transfers all incoming calls with IC Phoenicia standards.• Ensures that wake-up calls are made properly and on time.• Takes and delivers messages to the relevant guest or department.• Handles all guest services requests and forwards any complaint to the Duty Manager for follow-up.• Calls guests by name if known at all times and abides by principles of guest privacy.• Ensures that long distance calls are recorded on the accurate account and are delivered to the Finance Department.• Demonstrates understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety• Performs related duties and other projects as assigned. What we need from you REQUIRED QUALIFICATIONSEducation:Bachelor’s DegreeSkills:Fluent in Arabic, English and FrenchMicrosoft Office ToolsFidelio/OperaGood oral communication skillsAbility to communicate in a pleasant and clear manner over the phoneExperience:0 to 2 yearsCompetencies: Customer Service OrientationAdaptability/FlexibilityDrive for ResultsTeam Orientation