Butler & Club Executive - InterContinental Singapore
Negotiable
Location
Singapore, Singapore
Job Description
Your
day-to-day
- Be
the warm welcome that kicks off a memorable guest experience
- Multi-Faceted Duties - Trained
to be able to carry out multiple roles within the hotel such as Front Desk, Club
InterContinental and Concierge
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- Front Desk – Delivery of efficient
check-in and check-out procedures as per Standard Operating Procedures with True
Hospitality and genuine interest in our Guests. Handle cash and credit card
transactions. Take and manage guest bookings, up-selling opportunities
and sharing of experiences to enrich their stay experiences.
- Uniformed Services – Working Better
Together with Uniformed Services Team in providing guests with prompt service,
professional attention and personal recognition with excellent local knowledge.
Provide information pertaining to all hotel services, local places of interests,
restaurants, doctors, sightseeing tours and any other information likely to
be of the interest to guests
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- Club InterContinental - Assists
in delivering the Club InterContinental stay and dining experience with
the guidance of Butler & Club InterContinental Manager.
Working
Better Together with Culinary team in ensuring that Club InterContinental dining
experiences are delivered as per Brand standards.
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- Executing upon key butler
responsibilities across all facets of the guest experience; performed with
an intuitive and anticipative service sequence with flair.
- Ensures complete resolution
of guest feedback and thoroughness in recording of feedback and preferences
of all guests.
- Key
point of contact for Guests across guest journey (pre arrival, during stay
and post departure).
- Supports in all Front Office & F&B relevant department and works
closely with all section within the hotel in ensuring a most seamless delivery
of all guest experiences across the Hotel.
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- Responsible for maintaining
inventory levels, maintenance and general upkeep of equipment and operating
supplies.
- Build
and maintain positive relationships with all internal customers and guests
in order to exceed their needs.
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style="margin-left:0px">Conducts shift briefings to ensure hotel
activities, events and operational requirements are known on the day’s schedule.
Attends Group Pre-conference with Operational and Sales Leads, manage group room
allocations, handles group arrivals and departures in the absence of Rooms
Controller.
style="margin-left:0px">Check, responds/action all emails in
a professional and timely manner in the absence of Rooms Controller.
Handles IHG Rewards Club and non-members’ room allocation, ensures rooms
are assigned according to preferences in the absence of Rooms
Controller
style="margin-left:0px">Schedule and regularly conducts routine
inspections of area under his/her control and guest rooms prior
to arrival.
style="margin-left:0px">Controls and monitors departmental costs on
an ongoing basis to ensure performance against Hotel’s rolling forecast
and official budget.
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style="margin-left:0px">Communicates closely and regularly
with Housekeeping Coordinator on room status; Arrange/prepare site inspection
rooms for Sales & Marketing on a daily basis and coordinates
with Engineering and Housekeeping on PMM (Preventive Maintenance) daily on
the blocking and releasing after completion in the absence of Rooms
Controller.
style="margin-left:0px">Elevating Guest Experience – Deliver our Loyalty
Experience by acknowledging our IHG Reward Club and InterContinental
Ambassadors; tailoring our Club InterContinental guests experience in person,
emails, or on the phone. Stay one step ahead of guests’ needs – record and act
on preferences, handle messages, requests, questions and concerns proactively.
Be a trusted contact for all
guests.
Assist Guests with all
requests; from accommodation billing to local knowledge, and basic problem
handling to take care of their stay
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style="margin-left:0px">Driving Results – Supports Department
in delivering to departmental targets of upselling revenue and Loyalty
enrolment. Delivers genuine guest experiences with True
Hospitality.
style="margin-left:0px">Leading Others – Supervises and directs Guest
Experience Ambassadors. Reports to Duty Manager and supports other departments
at peak periods.
Cooperate and communicates with other hotel departments
as required.
style="margin-left:0px">Develops, oversees, mentors and coaches all
associates and interns functionally.
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style="margin-left:0px">Upholding of safety and security of our Guests
and Colleagues at the Workplace in line with Hotel’s Emergency Response
procedures and security guidelines.
What we need
from you
style="margin-left:0px">Strong eye for detail and delivery of service
excellence across all operational facets of the guest experience.
style="margin-left:0px">Communication skills - guests will need to come
to you with concerns as well as compliments, so you’ll be easy to talk
to
style="margin-left:0px">Your problem-solving skills will turn issues into
opportunities so every guest leaves with great memories
style="margin-left:0px">Fluency in the local language - extra language
skills would be great, but not essential
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style="margin-left:0px">Literate and tech-savvy – you will need a good
grasp of reading, writing, basic maths and computers
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and upselling skills
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style="margin-left:0px">Appreciation for Food & Beverage offerings,
and provision of excellent Food & Beverage service standards with food
handling certification
style="margin-left:0px">Flexibility – night at times, weekend and holiday
shifts are all part of the job
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- You
will have a tertiary or a diploma qualification. A college or university degree
would be a bonus, but not essential
