Instant Service Center Supervisor Full-Time l InterContinental Miami Downtown

InterContinental Hotels Group
US - Florida - Doral
June 30, 2024

About us:
As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
At InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests' needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
A Shining Star Among Downtown Miami Hotels, the InterContinental Miami features the city's premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. Priding ourselves on being ONE GREAT TEAM, sixth year in a row honored one of the TOP WORKPLACES of South Florida by the Sun Sentinel.
Your day to day:
As an Instant Service Center Supervisor, you will provide timely and professional telephone service for all incoming phone calls received primarily from external callers and in accordance with established scripting and standards.
DUTIES AND RESPONSIBILITIES:
• Assist in supervising the PBX function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, safety and emergency procedures, etc.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• 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.
• 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, poison control, etc.
• Ensure all telephone equipment and accessories are in proper working order. Notify Engineering or appropriate service provider immediately of any malfunctioning equipment.
• Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines.
• May operate in-house paging system as well as serve as base communications with security and maintenance departments.
• Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.
• Perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests.
What we need from you:
ACCOUNTABILITY:
This job focuses on providing service to external callers. May supervise one or more switchboard operators.
Qualifications and Requirements:
Basic reading and writing plus six months experience as a phone/switchboard operator. Hotel experience preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
• Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.
Other:
• Communication skills are utilized a significant amount of time when interacting with guests and callers.
• Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.
• May be required to work nights, weekends, and/or holidays.
What we offer:
In return we will give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.
IHG is an equal opportunity employer: Minorities/ Females/ Veterans/ Disabled.
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Read the full job description and apply online on the recuiter's web-site

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