As the Guest Services Officer, you will be responsible for the operational
efficiency of all reception and instant service areas during shift. Accountable
for the service delivery of those areas to ensure guests receive a consistent
luxury experience. You will be required to coordinate with all other departments
within the hotel to ensure that a seamless guest experience is consistently
delivered.
As a colleague of InterContinental Singapore Robertson Quay,
you will be part of a team that embodies this philosophy, delivering exceptional
service and elevating hospitality to new heights. If you believe in our values
and want to be part of something truly special, we want you on our team!
Your Day-to-Day
Financial
Returns
- To be fully conversant with the facilities,
services and special promotions offered by the hotel and to pass
this information on to the guest to maximize sales - To have a full
working knowledge of the IHG Rewards and Ambassador programs and its benefits
taking every opportunity to enroll new members - Maintain comprehensive
knowledge of standard reservation procedures - Ensure all charges
are correctly posted to guests’ bills following the standard procedures
- Deal with cash and credit transactions in accordance with the hotel
and company policy and ensure that any discrepancies are reported
immediately - Maintain cashier float and ensure accurate daily report
of all money received - Be aware of the hotel availability and of every
opportunity to maximize room revenue - Be aware of the hotel in-room
dining menu and of every opportunity to maximize F&B revenue - To
be fully involved in IHG Rewards and InterContinental Ambassador program
enrolments and achieving Upsell revenue - Gain understanding of
the departmental goals and financial targets and support management team
in achieving these targets - Works with superior in the operations of
the reception desk and instant service desk - Recycles whenever
and where-ever possible and enforces cost saving measures
People
- Comply with Standard Operating
Procedures and guidelines provided by InterContinental Brand Standard
Guidelines - Comply with company grooming standards and lead
by example - Communicate to his/her superior any difficulties, guest
comments and other relevant information. - Communicate with IRD
and culinary team to deliver guest order in a timely and professional
manner - Communicate with Concierge team to ensure all taxi booking,
luggage assistance and newspaper request are being follow up
- Communicate with Housekeeping team to ensure all housekeeping related
requests are being follow up - Communicate with Engineering team
to ensure all engineering related request are being follow up - Attend
and participate in daily briefings, training sessions and other meetings
as scheduled - Ability to work as part of a diverse team with colleagues
from different viewpoints, culture and countries - Actively develop
positive and effective communication between Front Desk team and all other
operational departments - Ensure proper handover procedures are followed
in the transferring of all relevant information daily - Perform other
duties as assigned
Guest Experience
- Demonstrate service attributes in accordance with industry expectations
and company standards including: - - Being attentive to guests
- -
Accurately and promptly fulfilling guests’ requests - - Anticipate
guests’ needs and acknowledge guest preferences - - Maintain high level
of knowledge which affects guest experience - - Always greeting guests
in a friendly and helpful manner and attempting to learn and use guests’ name
at every given opportunity - Ensure that guests depart from the hotel
with a positive impression of the hotel services - Get assistance
from Front Office Executive/Supervisor to attend to guests’ complaints,
inquiries and requests in the absence of the Duty Manager if he/she is unable
to assist - Assist guests and escort them to locations within the hotel
at their request - Maintain knowledge of special programs and events
in the hotel to recognize and respond to guests’ needs - Remain
up-to-date with current Hotel information to be able to provide information
to guests - Ensure high recognition of IHG Rewards Club and Ambassador
Members to achieve optimal scores in Heartbeat program and other Guest
Satisfaction surveys - Take personal interest and pride to ensure
that the front office area is kept clean and in an orderly state always
- Maintain Responsibility in attending to guests’ request of using service
of safety box always - Register all arrivals per established
procedures - Anticipate guests needs and to be aware of all written
and spoken requests and to carry out these requests in a courteous and helpful
manner - Ensure all messages received for guests are passed on
as accurately and quickly as possible - Ensure a sound knowledge of
the local area and its history, places of interest and ongoing special
events. - Ensure all guests receive a fast, efficient and friendly
service following the InterContinental Brand Standard Guidelines and
the Standard Operating Procedures of the hotel
What
we need from you
Diploma or Degree or equivalent in Hotel
Management / Hospitality He/ She must be able to speak fluent English. Other
languages welcomed too.
This job requires ability to perform
the following:
- Frequently standing up for a long period
- Carrying or lifting items
- Handling various objects
- Using
a keyboard to operate various property management and reservations systems,
etc. - Communication skills are utilized for a significant amount of time
when interacting with others; demonstrating ability to interact with guests,
employees and third parties that reflects highly on the hotel, the brand and
the Company - Reading and writing abilities are utilized often when
completing paperwork and management reports, interpreting results, giving
and receiving instructions, and training - Mathematical skills, including
basic math, budgeting, profit/loss concepts, percentages, and variances
are utilized frequently - Problem solving, reasoning, motivating,
organizational and training abilities are used often. - Ability to travel
to attend workshops, specialized training and/or certifications, etc.
- May be required to work nights, weekends, and/or holidays
- Ability
to work on rotating shifts
We genuinely care about people and
we show this through living out our promise of True Hospitality each and every
day. It’s what connects every colleague in all IHG® hotels.
Each IHG®
hotel brand delivers True Hospitality in their own way, and at the heart of
it all are specific, core service skills.
- True
Attitude: being caring, wanting to make positive difference,
and building genuine connections with guest - True Confidence:
having the knowledge and skills to perform your role, and giving guests
the confidence that they can trust you, to help and support them during their
stay - True Listening: focusing on what your guest
is saying, picking up on body language that is often overlooked,
and understanding what the guest wants and needs - True
Responsiveness: is about providing guests with what they need,
and doing so in a timely and caring manner
There’s so much more
to the job than we can capture here.
It’s simply about creating great experiences, doing the right thing
and understanding people.
What We Offer
We’ll
reward your hard work with a competitive salary and a comprehensive benefits
package – including generous room and dining discounts, exceptional training
opportunities and a strong support for your ongoing career development.
Join us and you’ll become part of the global IHG family – and like all
families, all our individual team members share some winning characteristics.
As a team, we work better together – we trust and support each other, we do
the right thing and we welcome different perspectives. You need to show us
you care: that you notice the little things that make a difference to guests
as well as always looking for ways to improve – visit www.http://careers.ihg.com
to find out more about us.
IHG is an equal opportunity employer:
Minorities / Females / Disabled / Veterans.
