IHG Customer Care Representative - GDS Process Support in Makati, Philippines
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.
We are a contact centre. We are not a BPO and we are hiring directly for our Customer Care and Reservations Teams.
Our Manila team is looking for a Customer Care Representative - GDS Process Support.
Essential Duties and Responsibilities :
Manage all service information provided through the airline reservation systems to ensure exposure to the consumer and accessibility for the intermediary of national and local marketing programs on a global basis.
Present feedback to Travel Agencies, Guests, Internal and External Partners, Hotels and franchisees to emphasize opportunities available to them through automation interfaces with other systems according to the specific needs and strategies of their corresponding properties.
Initiate/Facilitate requests for improvements to the functionality and design of the tools used by the GDS Help Desks globally to achieve better customer service results and greater efficiency.
Manage the resolution process with each airline reservation system and Indirect Distribution system to achieve best results for all SCH brands. Ensure all activities are in accordance with the contractual agreements between each airline reservation system by reviewing activities and resolving discrepancies.
Manage operations for GDS/Airline system mapping and the Worldwide Corporate Account Program.
Ensure that the rates are viewable and bookable in systems. Facilitate troubleshooting and give possible resolutions to their problems.
Manage all reservations made via the Extranet by manually uploading into HOLIDEX Plus
Composes monitors and reviews correspondence to different Global Distribution channels and external contacts regarding inquiries, requests, complaints and general information.
Acts as liaison between assigned work areas to internal/external contacts to convey appropriate information. Responsible for doing a variety of administrative duties, become familiar with Global Distribution responsibilities, processes and assist in the making and coordination of special projects to support departmental business operations.
Preferably has a work related experience in hotel front desk, hotel reservations,and travel industry or customerservice with demonstrated proficiency and understanding in one or more functions related to theposition
Fundamental knowledge of GDS and HOLIDEX Plus
Demonstrated experience with MS Office products
Must be able to accurately populate databases with necessaryinformation
Ability to type 45 WPM and effectively use 10-key application
Demonstrates clear and effective verbal and written skillsfor the purpose of obtaining and conveying information to clients, technicians,management, and team members as well as producing reports
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.
Join us and not only can you benefit from the world of variety and opportunity that comes with working for a global organization, you can also look forward to being part of a company that will appreciate you for being you and experience world-class IHG® benefits:
Regularization of employment after 3 months
Hotel Discounts Worldwide for you and your family and friends
Medical Insurance (for employee and immediate family members)
30 days Leave Credits (15 days convertible to cash)
20% night differential shift
Global Recognition Programs
Global career opportunities, training and room to grow opportunities
And Much More!
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.
We are conveniently located at the 29 th Floor, Tower 2 RCBC Plaza, Ayala Avenue, cor Sen Gil Puyat, Makati City, Philippines.
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.
Click “Apply Online” and Create (or update) your profile. Upload a copy of your updated Resume.
Upload a copy of your SSS ID/ SSS E1 Form and NBI Clearance if available.
IHG® is an equal opportunity employer.
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Job: Call Centre
Requisition ID: MAK001505