Instant Services Agent

Job Description

At IHG® Hotels & Resorts, we are proud to be part of the world’s largest family of luxury hotels—dedicated to delivering True Hospitality for everyone. As ambassadors of the InterContinental® brand, we welcome individuals who are passionate about service, excellence, and creating remarkable guest experiences.

🌟 About the Role

We’re looking for a detail-oriented and service-driven ISC Agent to join our team. In this role, you’ll be the central point of contact for managing guest calls, handling internal communications, logging service requests, and responding to guest needs with attentiveness and professionalism.

🗓 Your Day-to-Day Responsibilities:

• Assist with team scheduling and prepare reports as required
• Stay alert to equipment faults and report technical issues to the supervisor
• Maintain full knowledge of the hotel’s safety systems, emergency response plans, and Loyalty programs
• Ensure the telephone area remains clean, organized, and ready at all times
• Monitor system tasks such as ESCAP items, cots/x-beds, and emergency response procedures
• Coordinate closely with housekeeping, engineering, and other departments to update room status and manage service tasks
• Respond to all guest queries and service requests promptly and effectively
• Update and maintain local phone directories and Opera PMS entries
• Accurately log lost & found items and maintain clear records
• Assist guests with international dialing, directory inquiries, and general information
• Manage and record wake-up calls, paging, mobile phone assistance, and directory requests
• Answer and process incoming and outgoing calls with accuracy and courtesy

Skills/Qualifications Required

✅ What You’ll Need:

• A genuine desire to support others and deliver outstanding service
• A keen eye for detail, organization, and follow-through
• Strong teamwork skills with the ability to work independently
• Ability to work flexibly across night, weekend, and holiday shifts
• A Hospitality or Tourism qualification
• Tech-savvy with solid computer literacy
• Excellent communication skills with a warm, guest-focused approach
• A strong grasp of Hub OS and Opera PMS systems
• Fluent in written and spoken English

🎁 What We Offer:

• We provide everything you need to grow and thrive in your role, including:
• A supportive culture centered on inclusion, well-being, and personal growth
• Access to world-class training and career development programs
• Exclusive IHG hotel discounts worldwide
• Paid birthday leave, community service leave, and parental leave
• Medical and life insurance cover
• Competitive salary package

🌍 Our Commitment to You

IHG is proud to foster an environment where everyone is welcome. We believe in equal opportunity, diversity, and respect, creating inclusive teams where individuals can truly bring their whole selves to work. Through our myWellbeing framework, we support every team member in leading a balanced, healthy, and rewarding work life.

Salary

Not Stated

Full-Time / Part-Time?