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Attendant, Instant Service Center

Location: Philippines, Makati City

Hotel: CRO Manila, 29th Floor, RCBC Plaza, Tower Two, 6819 Ayala Avenue, MAKATI CITY 1261, 1200

Job number: 100594

Essential Duties and Responsibilities – (Key Activities)

  • 100% Work On Site
  • Handle all guest requests and inquiries in a timely manner.
  • Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.
  • Notify management of any malfunctioning telephone equipment or accessories.
  • Answer phone calls within prescribed time frame and promptly route calls to required destination.
  • Respond to callers in a professional manner that reflects highly of the hotel and brand.
  • Dispatch services/resolution in accordance with established procedures.
  • Ensure calls are logged and follow up with guests to ensure total guest satisfaction.
  • Communicate any outstanding guest requests or issues to hotel management that may require additional monitoring or follow-up.
  • Assist with communications during an emergency or crisis situation.
  • Promote team work and quality service through regular collaboration with the Instant Service Center team, as well as hotel departments of the service enrolled properties
  • Perform other duties as assigned.

Other Responsibilities

  • Promotes and nurtures The IHG Winning Ways, IHG’s Priorities and Behaviours and supporting a Diverse, Equitable and Inclusive culture in the workplace, being supportive in words and actions, and communicating with all levels both within the existing team & anyone outside the direct reporting structure



Education –

Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.


Experience –

At least 1 year of progressive work-related experience with demonstrated proficiency in customer service in the Hospitality or Service industry.


Technical Skills and Knowledge –

  • Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written English communications to the needs and level of user.  Must be able to provide clear instructions and remain composed and professional when handling emergency situations
  • Experience as customer support representative is an advantage
  • Experience with Opera or reservation booking systems is a plus
  • Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the Instant Service Center
  • Demonstrated ability to keep current with industry trends/changes
  • Demonstrated attention to detail and ability to manage multiple tasks/clients required
  • Demonstrated aptitude to learn and adapt to fast changing environment and modify plans as needed.
  • Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions as required.
  • Demonstrated experience with MS Office products





Number of employees supervised:  Not applicable.  Sole contributor role.


Decision making responsibilities – (Key Decision Rights)

This position makes basic procedural decisions to meet the needs of the customer or service level agreement in a help desk and/or data entry environment.  This role involves participation in team decisions regarding work processes and procedures. 


  1. CONTACTS – (Key Relationships)

Internal Key Relationships

IHG Company Managed Hotel leadership team and key contacts


External Key Relationships

Partner travel agencies, guests and clients


Work is typically performed in a normal office environment.  Readiness for 24/7 shift and operations.


Note:  The statements in this job description are intended to represent the key duties, essential nature and level of work being performed.  Details in this document are not intended to be all responsibilities or qualifications of the job.

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 and let's #GoFurtherTogether.

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