**JOB OVERVIEW** Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand. At Holiday Inn®we want our guests to relax and be themselves which means we need team members to: + Be you – by being natural, professional and personable in the way you are with people + Get ready – by taking notice and using your knowledge so that you are prepared for anything + Show you care – by being thoughtful in the way you welcome and connect with guests + Take action – by showing initiative, taking ownership and going the extra mile **DUTIES AND RESPONSIBILITIES** FINANCIAL RETURNS: + Bill call costs PEOPLE: + Pages staff member when requested GUEST EXPERIENCE: + Process all incoming and outgoing calls accurately and courteously + Records and controls accurately wake up calls + Pages guests in co-operation with concerned departments + Assists guests with international calls and directory queries + Calls guests by name whenever possible + Abides by principles of guest privacy + Handles guests needs or requests and reports complaints to the Telephone Supervisor + Aware of local telephone listings and frequently dialed numbers + Attends to all guest queries and requests promptly RESPONSIBLE BUSINESS: + Records all entries on traffic sheets + Report on logbook daily + Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations + Advises defects on switchboard equipment to Supervisor + Maintains a clean work environment + Maintains detailed knowledge of the Hotel’s fire, life and safety system + Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard + Maintain Hotel Information **ACCOUNTABILITY** Under the general direction of the Telephone Supervisor and within the limits of established InterContinental Hotels Group brand and local policies and procedures, oversees and directs all aspects of telecommunications services to achieve the highest possible guest satisfaction. You will also help to create a desired work culture around our Winning Ways of the InterContinental Hotels Group and embrace the IHG Commitment **QUALIFICATIONS AND REQUIREMENTS** High School or Vocational Certificate in Business Management, Business Study or equivalent, with 1 year’s experience in customer service or switchboard operator. Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Proficient in the use of Microsoft Office and Front Office System. Possesses problem solving and organizational abilities. 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. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.