Guest Experience Agent - Holiday Inn Express Singapore Clarke Quay

What’s the job?

Guest Experience Agents (GEA)s
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 Guest
  Experience Leader (GEL) 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 ‘Make
  Every Interaction Count’ brand service behaviours.

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 enquires practically
  and simply in adherence to brand standards.
• Handle guests' complaints
  appropriately adhering to brand standards or direct them to GEL’s.


• Handle cashiering, payment and foreign currency exchange accurately.


• Reliably handle all special needs and requests of guests and repeat
  visitors.
• Demonstrate BrandHearted behaviours by maintaining compliance
  with all brand standards, behaviors, hallmarks and license agreement
  mandates.
• Retrieve and print Arrival/Departure Report, Backup Report
  and Trace Report from Opera PMS for daily room allocation.
• Accurately
  Enter/Update Reservations.
• Handle Telephone Enquires efficiently
  and effectively.
• Perform in a self-sufficient way in line with business
  requirements.
• Responsible for Priority Club Rewards (PCR) Enrollment
  & Recognition.
• Great Room - Process Guest Food
  and Beverage Order.

RESPONSIBLE BUSINESS:

• 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 the GEL.
• Contribute by participation in compliance
  with federal, state and local laws and safety regulations.

What we need from you

• Minimum high school/
  secondary education.
• Great communication skills and basic computer
  literacy.
• A positive and keen to learn attitude.
• Must
  be proficient in written and spoken English.