Guest Services Agent - Holiday Inn Express Singapore Serangoon

What’s the job?
Guest Service Agents (GSAs) are the key
point of contact for our guests. They are reliable, highly motivated and multi
skilled employees who efficiently make reservations, answer calls/inquiries,
provide reception services and food & beverage services throughout
the hotel.

They work in close coordination with all employees
and outsourced staff in the hotel and are dependable in meeting the needs of our
guests throughout their stay.

Your
day-to-day
Financial Returns:
•    To assist
the Duty Manager in the hotel's revenue growth by leveraging on the company's
systems, procedures, and business
processes.
•    Handling Guest check-out and billing
in an efficient, friendly and hassle-free
manner.

People:
•    Promote the Holiday Inn
Express ‘one team approach’ and reliable service through daily communication
and coordination with all team members.
•    Participate
in programs that drive improvements in team member engagement and are aligned
with the ‘Holiday Inn Express Make Every Interaction Counts’ brand service
behaviours. 
•    Ensure own productivity and
that of the team on a day-to-day basis by planning and assigning work
and establishing performance and development goals as set by Duty
Manager. 
•    Contribute by participation
in compliance with federal, state, and local laws and safety
regulations.

Guest
Experience:
•    Check Guests in – Efficiently
Greet, register and confirm guest particulars and payment details upon check
in. Issue keys.
•    Check Guests Out - Print and confirm
details of payment and bill for guests upon check
out
•    Answer any guests' inquiries practically
and simply in adherence to brand standards.
•    Handle
guests' complaints appropriately adhering to brand
standards. 
•    Handle cashiering, payment,
and foreign currency exchange
accurately.    
•    Reliably handle
all special needs and requests of guests and repeat
visitors.
•    Demonstrate Brand Hearted behaviours
by maintaining compliance with all brand standards, behaviours, hallmarks,
and license agreement mandates.  
•    Retrieve
and print Arrival/Departure Report, Backup Report, and Trace Report from Oasis
PMS for daily room allocation.
•    Accurately
Enter/Update Reservations
•    Handle Telephone inquiries
efficiently and effectively
•    Perform in
a self-sufficient way in line with business
requirements
•    Great Room- Process Guest Food
and Beverage Orders, Clear Tables (The Great
Room) 
•    Refresh Food and Beverage in The Great
Room
•    Meeting room- Set up Meeting Room, Make Tea
and Coffee
•    Organize Guest Areas and Pick up debris
throughout Public Areas
•    Updating constantly on local
knowledge to improve the guest
experience.    
•    Responsible
for IHG Rewards Club Enrolments &
Recognition 
•    Finance/Admin (Petty Cash
Processing, Purchasing,
Billing)    

Responsible
Business:
•    Demonstrate Awareness
of Occupational Health and Safety Responsibilities (OH&S) policies
and procedures and ensure all procedures are conducted safely and within
OH&S guidelines
•    Be aware of duty of care
and adhere to occupational, health and safety legislation, policies
and procedures
•    Be familiar with property safety,
first aid, and fire and emergency procedures and operate equipment safely
and sensibly
•    Initiate action to correct a hazardous
situation and notify supervisors of potential
dangers
•    Support the hotel’s corporate responsibility
initiatives in the areas of community involvement, environment management,
workplace health & safety, and food safety, and drive action plans
as required to achieve hotel corporate responsibility objectives.

Perform
other duties as assigned by the Duty Manager, Assistant Rooms Division Manager,
Operations Manager, or General Manager.

What we need
from you
Minimum high school/secondary education/college degree
preferred. Positive attitude, pleasant personality, good communication skills,
hotel operations and/or service experience preferred basic computer
literacy.
Must be conversant in English.