Operator PBX- InterContinental Boston

IHG•Boston, MA

14h•$31

About The Position

The Instant Service Center Agent is responsible for responding to in-house guest calls promptly, professionally, and in alignment with established service standards and scripts. This role plays a critical part in ensuring guest satisfaction through effective communication, accurate information sharing, and timely service coordination.

Requirements

Basic reading and writing skills, plus a minimum of six months of experience as a phone or switchboard operator.
Fluency in English is required; additional language proficiency is preferred.
Ability to speak clearly, listen effectively, and use a keyboard to type or route messages—typically while seated.
Frequent use of communication skills when interacting with guests and colleagues.
Regular use of reading and writing abilities for maintaining logs, records, and message documentation.
Availability to work morning and evenings, weekends, and holidays as required by operational needs.

Responsibilities

Guest Communication & Call Handling Respond to incoming calls within established timeframes, addressing guest requests in a courteous and professional manner. Follow approved scripts and procedures, dispatch required services, and ensure all calls are properly logged. Conduct follow-up communication to confirm resolution and guest satisfaction.
Information & Support Provide guests with accurate information regarding hotel services and amenities, local directions, and emergency, safety, and security procedures.
Issue Escalation Communicate unresolved or elevated guest concerns to management for additional follow-up or monitoring.
Interdepartmental Coordination Promote effective teamwork by maintaining open, consistent communication with other hotel departments to ensure seamless service delivery.
Independent Judgement & Initiative Demonstrate the ability to manage daily responsibilities with minimal supervision, taking initiative to address challenges and improve service quality.
Professional Representation Uphold hotel standards by maintaining a positive, professional demeanor and appearance at all times.
Sustainability Practices Follow all environmental and sustainability initiatives aligned with IHG and InterContinental Boston programs.
Additional Responsibilities Perform other duties as assigned that align with the scope, purpose, and operational needs of the position.
Values & Culture Consistently promote and model company values in all interactions and daily responsibilities.