Guest Service Agent

2 weeks ago

المملكة العربية السعودية, Saudi Arabia InterContinental Full time

**About us**

Dar Al Iman Intercontinental hotel in Madinah is considered as one of the best branded hotels with a fabulous location on a few steps from The Holy Prophet's Mosque (Al Masjid Al Nabawi). Enjoy spacious food with dramatic views of the mosque by night or sample a variety of Arabian and international cuisine. Ideally placed, this hotel in Madinah is the heart of the city’s financial, commercial, and shopping districts. It is within easy reach of historic sites & Museums including Ohud Mountain, Syed Al Shuhada.

As well as historic mosques like Masjid Quba, Masjid Al Qiblatain, Masjid Al Jum’ah, Masjid Syed Al Shuhada& Seven Mosques...etc. Close to shopping arcades and a commercial Centre. The hotel is just 25 minutes’ drive from Madinah International Airport.

**DUTIES AND RESPONSIBILITIES**

**FINANCIAL RETURNS**:

- Keep records of calls placed and received, and of related toll charges.
- Calculate and quote charges for services such as long-distance connections.
- Consult charts to determine charges for pay-telephone calls.

**PEOPLE**:

- Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
- Developing constructive and cooperative working relationships with others, and maintaining them over time

**GUEST EXPERIENCE**:

- Respond quickly to guest requests in a friendly manner. Follow up to ensure guest satisfaction.
- Process incoming and outgoing calls accurately.
- Records and controls accurately wake up calls.
- Pages guests in co-operation with concerned departments.
- Records all entries on traffic sheet.
- Assists guest with international calls and directory queries.
- Calls guests by name whenever possible.
- Pages staff members when requested.
- Respect principles of guest privacy, no room numbers given out.

Handles guest needs or request and reports complaints to the telephone supervisor.

**RESPONSIBLE BUSINESS**:

- Maintain acceptable practices as required by company policy and procedures.
- Strictly abides by the standard policies and procedures governing instances or cases of emergency such as fire, bomb scare or any other critical situations.
- Points out to supervisor any defects of switchboard equipment.
- Maintains a clean work environment.
- Complies with hotels' Health, Safety and Hygiene policy.
- Reports anything considered as health or safety hazard and be aware of IHG Health & Safety Policy

**Accountability**

**What we need from you**
- College Diploma or Bachelor’s degree.
- 1 year experience as telephone operator is preferable.
- Strong command in English language, both oral and written.
- Knowledge and ability to give best customer service.
- Good experience in giving customer service.
- Knowledge in analyzing problem.
- Keen and attentive to details.
- Can communicate well to different kinds of customers.
- May be required to work nights, weekends, and/or holidays

**What We Offer**:
We genuinely care about people, and we show this through living out our promise of True Hospitality every day. It’s what connects every colleague in all IHG hotels.
Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
- True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
- True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
- True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
- True Responsiveness: is about providing guests with what they need and doing so in a timely and caring manner.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Let’s Go Further Together.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start yo

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