Customer Care Representative - IHG Rewards Club

Front of House
Job Role:
Front Office Agent
Staff- Line level
Salary Description:
Intercontinental Hotels Group (IHG)
Job Ref:

About us
IHG® (InterContinental Hotels Group) is one of the world's leading hotel companies with a presence in almost 100 countries. We create Great Hotels, Guests Love® everyday for millions of people and we are looking for people just like you to join our award-winning team.
At IHG® 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.
Our portfolio of brands is diverse, unique and exciting. We recapture the glamour of travel with InterContinental® and bring enjoyable travel to everyone with Holiday Inn®. We make business travel really work with Crowne Plaza® and pioneer new concepts to meet changing consumer needs with EVEN® Hotels and HUALUXE®. We've built the world's biggest loyalty brand, IHG® Rewards Club, to show just how much we value our members. IHG's most important assets, though, are the hundreds of thousands of great people who work with us around the world.
We bring True Hospitality to everyone by connecting our portfolio of leading hotel brands, our leading-edge systems and our ways of reaching customers, with the passion and dedication of our colleagues around the world. Individually, these are strengths. Together, they give us the platform to deliver exceptional growth and the confidence to know we can make a difference to travellers everywhere.

Your day to day
Our Reservations Sales Specialists and Customer Care Representatives will assist guests with reservations and other hotel related inquiries, and provide elite customer service to our guests while promoting/selling our hotels.
Job Summary:
Represents the Company by coordinating all aspects of IHG Rewards Club Program and liaison between the guest and hotels in order to maintain member satisfaction.
Essential Duties and Responsibilities:

• Coordinate all aspects of member account services by serving as the primary point of contact and resource to resolve IHG Rewards Club service concerns and make decisions in relation to point adjustments.
• Provide support to hotels for information. Function as a central source of marketing information for both guest and hotel and act as liaison between member and hotel to ensure customer satisfaction. Provide support in other departments such as Guest Relations and IHG Rewards Club areas by:
• Acting as resource in order to provide assistance, solutions and research for difficult situations. Handle escalation calls.
• Coordinate with Company co-partners to resolve point/mile discrepancies.
• Maintain a consistent, high quality customer-focused orientation. Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided. Respond to individuals in manner and timeframe promised, or follow-up to explain status. Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions.
• Perform a variety of administrative support duties as assigned. Prepare reports, charts, presentation data, or logs as required and according to established specifications. Answer inquiries related to daily activities of work area, and act as a liaison between assigned work area and internal and external contacts to convey appropriate information. Compose clear and concise correspondence as requested or required. Copy, route, and file appropriate documents in an accurate and timely manner. May review, track data from, complete and/or monitor other functional reports as needed.
What we need from you
Ideally, the role will need candidates with experience in customer service, call center, contact center, BPO, sales, and/or hotels but we are interested in you even if you don't.
Some of our best employees came to IHG® with no work history at all. We are looking for great communicators who have the ability to quickly develop relationship with our guests. We are looking for candidates with strong interpersonal and customer service skills, excellent verbal communication skills, and the ability to quickly navigate web pages.
Anyone applying for the role must be at least 18 years old and willing to work on graveyard shifts, holidays and weekends.
Undergraduates are welcome to apply

What we offer
• Experience Pay • Regularization after 3 months • Hotel Discounts Worldwide for you and your family and friends • Retirement Plan • Medical Insurance (for employee and immediate family members) • Dental Insurance • Life Insurance • Accident Insurance • 30 days Leave Credits (15 days convertible to cash) • Incentive Programs • 20% night differential shift • Global Recognition Programs • Global career opportunities, training and room to grow opportunities • Great location • And Much More!
So are you finally ready to get a great career?
Apply today and see for yourself why IHG is one of the leading hotel companies in the world.
To Apply: 1. Click "Apply Online" and Create (or update) your profile. Upload a copy of your updated Resume. 2. Upload a copy of your SSS ID/ SSS E1 Form and NBI Clearance if available. 3. Walk in from Mondays thru Fridays between 10am and 4pm. Bring a copy of your resume, copy of your SSS ID or E1 Form, a copy of your NBI Clearance & a valid ID. IHG® is an equal opportunity employer.
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Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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