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Customer Service Representative

2 months ago

Baladīyat al Ghuwayrīyah, Qatar IHG Hotels & Resorts Full time
Customer Service Representative

**Job Summary**

As a Customer Service Representative at IHG Hotels & Resorts, you will be the first point of contact for our guests, providing exceptional service and ensuring a seamless experience.

**Key Responsibilities**

  • Guest Communication: Respond to guest inquiries in a professional and friendly manner, addressing any concerns or issues promptly.
  • Front Desk Operations: Manage the front desk, handling check-ins, check-outs, and room assignments efficiently.
  • Service Delivery: Collaborate with other departments to ensure timely and effective service delivery, meeting guest expectations.
  • Communication and Teamwork: Maintain effective communication with colleagues, ensuring a smooth and efficient service delivery.
  • Problem-Solving: Handle guest complaints and issues in a polite and courteous manner, striving to exceed guest expectations.
  • Knowledge and Awareness: Maintain up-to-date knowledge of hotel services, local attractions, and guest profiles through the Opera Property Management Software.
  • Administrative Tasks: Complete management's long distance call vouchers, record traffic sheets, and maintain the guest wakeup call sheet.
  • Switchboard Operations: Ensure the proper operation of the switchboard, facilitating fast and efficient call transfers.
  • Message Taking: Take messages for guests and colleagues, adhering to IHG Standards.
  • Prioritization and Organization: Prioritize tasks, ensuring data is handled efficiently and effectively.
  • Filing and Record-Keeping: Maintain a systematic and organized filing system, regularly updating and reorganizing cabinets as needed.
  • Knowledge of Hotel Operations: Develop a thorough understanding of room rates, room locations, and room types.
  • Team Collaboration: Attend daily briefings, providing feedback on shift occurrences and contributing to a positive team environment.
  • Health, Safety, and Environment: Operate in a safe and environmentally friendly manner, protecting guests' and employees' health and safety, as well as conserving the environment.
  • Compliance: Adhere to hotel environmental, health, and safety policies and procedures.