IHG French Quality Analyst in Makati, Philippines


IHG® (InterContinentalHotels Group) is one of the

world’s leading hotel companies with a presence in almost 100

countries. Among our many brands, InterContinental Hotels & Resorts,

Kimpton Hotels, Hualuxe, Crowne Plaza, Hotel Indigo, Holiday Inn, Holiday Inn

Express, Even Hotels, Staybridge Suites, and Candlewood Suites, we have over

5,200 hotels. We create GreatHotels, 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 looking for FrenchQuality Analyst who will be responsible for evaluating Reservations/

Customer Care contacts, identifying/ reporting performance gaps that impact

service delivery/ customer satisfaction/ revenue/ costs/ operational

efficiency, and providing feedback/ recommendations/ relevant insights to drive

continuous improvement. The Quality Analyst will helps the Central Reservations

Office achieve key operational goals (e.g., revenue, customer satisfaction,

efficiency, etc.) through regular and accurate quality monitoring and feedback.

He/she also flags critical areas of concern (those that impact customer

satisfaction and operations) to the Team Manager or Operations Manager. Quality

Analysts look for potential quality gaps that require process improvement

and/or system enhancements.

Essential Duties andResponsibilities

  • Evaluate and monitor phone/non-phone contacts vis-à-viscritical performance standards

  • Provide accurate, consistent and fair evaluations alongwith positive feedback to Reservations Sales Specialists/ Customer CareRepresentatives

  • Identify, analyze and report performance gaps, trends,reasons for non-conversion, causes of customer dissatisfaction, drivers ofAHT, and other service defects that impact the achievement of operationalgoals

  • Flag contacts that have critical deviations to qualitystandards and report such to the Team Manager and the Operations Managerso that immediate action can be undertaken to prevent guru cases and/orcustomer complaints

  • Identify training needs, processimprovement opportunities and possible system enhancements

  • Provide recommendations/ relevant insights to helpimprove service quality, drive revenue, reduce costs, improve turnaroundtime and increase customer satisfaction


Qualifications and Technical skills :

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


  • Must be fluent in oral and written communication skillsin French

  • Must have good English communication skills

  • Excellent listening skills

  • Highly analytical with strong attention to details

  • Proficient in MS Office applications and internet savvyalong with other relevant system competencies

  • Good presentation skills

Compensation andBenefits:

  • Experience Pay and Language Premium

  • Regularization of employment after 90 days

  • Hotel Discounts Worldwide for you and your family andfriends

  • Retirement Plan

  • Medical Insurance (for employee and immediate familymembers)

  • 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 growopportunities

  • Great location

  • And Much More!

Our reservations/contactcentre in Makati is conveniently located at the

29th floor Tower 2 RCBC

Plaza, Ayala Avenue cor. Sen. Gil Puyat, Makati City.

Job: Executive / Corporate

Location: Philippines-Makati

Requisition ID: R144646