Instant Service Agent

About Us

Do you see yourself as an Instant Service Agent? What's your passion? At IHG we're interested in YOU. We employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

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.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Your Day to Day

Answer incoming calls from in-house and external guests in a timely and professional manner and in accordance with established scripts and standards.

• 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.
• Respond to in-house guest concerns or complaints in a timely manner.  Make appropriate service recovery gestures according to established guidelines.
• May provide wake-up calls to guests rooms if this is not an automated phone system function.
• 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. 
• Provide callers with local directions and general information in a courteous and accurate manner.
• Act as central communications point during emergency/crisis situations.  Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance.
• May operate in-house paging system as well as serve as base communications with security and maintenance departments.
• Perform other duties as assigned such as recording incoming packages, mail, or faxes and promptly notify guests.

What We Need From You

Basic reading, writing, and computer plus 6 months of experience in customer service or phone/switchboard operator.  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/overnight, weekends, and/or holidays.

What We Offer

The hourly pay range for this role is $26.07 to $32.59. This range is only applicable for jobs to be performed in Los Angeles, California. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

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.

So what's your passion? Please click “Apply” and tell us how you could bring your individual skills to IHG.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, veteran status or any other characteristic protected by law. This employer follows the Los Angeles Fair Chance Ordinance and California Fair Chance Act. All qualified applicants, including those with arrest or conviction records, will be considered.