インスタントサービスセンター(ISC)エージェントは、外線及び内線からのゲストのお問い合わせに礼儀正しく、魅力的でプロフェッショナルにゲストのご要件を対処する責任を担います。IHGのポリシーと基準に従ってISCマネージャーの管理監督の下で次の職務を遂行し、主に、ホテルの宿泊ゲストおよび外部のゲストからの問い合わせ、リクエスト、問題または苦情に、迅速かつ満足のいく解決策を提供します。ホテルの主要なコミュニケーション窓口として、すべてのゲストのご要望、お問い合わせ、ニーズに迅速に対応し、適切な部署・スタッフに依頼をします。ゲストのニーズを把握し、予測することで、ゲストの満足度向上に努めます。
- 宿泊ゲストからの問い合わせやリクエスト対応
- 外部からのホテルに対する問い合わせ対応・代表電話にかかってきた電話を適切な部署へ転送する
- レストラン予約対応、それに伴うアレルギーや食事制限の知識を持つ
- 他部署との連携をし全ゲストのリクエストに速やかに応えられるよう努める
- ルームサービスのオーダー対応等
求められるスキル:
- ゲスト、従業員、第三者と接する事により、ホテル、ブランド、会社に対して高い評価につなげる能力がある。
- マルチタスクをこなし、プレッシャーの下で能力を発揮できる。
- 中級程度の物事をまとめる手腕、時間管理能力、及びタスクの優先順位をつける能力がある。
- 日本語、英語共に優れたコミュニケーションとライティングのスキルがある。
- マイクロソフトオフィス、HUB OS、テーブルソリューション、 インフラシスを完全に使いこなす事ができる。
- 中級程度のオペラとアリスの知識があり、基本的な操作が出来る。
- 中級の問題解決能力がある。
- 週末/祝日、夜勤を含むシフトによる交代制で勤務することが出来る
経験:
- フロントオフィス/ゲストサービス関連業務、オペレーター、飲食サービス等の経験1年以上。ラグジュアリーホテルでの経験があれば尚可。
The Instant Service Centre (ISC) Agent is responsible for dealing with guest requirements in a courteous, engaging and professional manner in response to external and internal guest enquiries.Under the management and supervision of the ISC Manager in accordance with IHG policies and standards, the Agent performs the following duties, primarily Provide prompt and satisfactory solutions to enquiries, requests, problems or complaints from hotel guests and external guests. Act as the hotel's main point of communication, responding promptly to all guest requests, enquiries and needs and referring them to the appropriate department/staff. Assesses and anticipates guest needs in order to improve guest satisfaction.
- Responds to enquiries and requests from overnight guests.
- Responding to external enquiries about the hotel and transferring incoming calls to the representative telephone to the appropriate department.
- Handling restaurant reservations and having knowledge of allergies and dietary restrictions associated with them
- Liaise with other departments to ensure that all guest requests are met promptly
- Fulfil room service orders, etc.
Skills required:
- Ability to interact with guests, employees and third parties to ensure a high reputation for the hotel, brand and company.
- Ability to multi-task and perform well under pressure.
- Intermediate organisational skills, time management and ability to prioritise tasks.
- Excellent communication and writing skills in both Japanese and English.
- Fully competent in Microsoft Office, HUB OS, Table Solutions and Infrasys.
- Intermediate knowledge of Opera and Alice, and basic operation.
- Intermediate problem solving skills.
- Able to work in rotating shifts, including weekends/holidays and night shifts.
Experience:
- At least one year's experience in front office/guest service related work, operator or food and beverage service. Experience in a luxury hotel is an advantage.
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.
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 your journey with us today.
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