Guest Services Leader (Duty Manager)
Hotel Brand: Holiday Inn Express
Location: Singapore, Singapore
Hotel: Singapore Katong (SINKA), 88 East Coast Road, 423371
Job number: 136233
Are you ready to make the SMART career choice? Holiday Inn Express is the smart choice for savvy business and leisure travelers, offering a relaxed, affordable and hassle-free stay every time. Located at the heart of key business and leisure districts, every Holiday Inn Express is just steps away from dining and entertainment options. As a Team Member at Holiday Inn Express, you will experience a variety of roles in your daily job and will be empowered to make a difference. You will be part of a multi-skilled, multi-talented, collaborative and action-oriented team to deliver the SMART experience, providing everything our guests need and nothing they don’t.
Join us as a Guest Services Leader in Holiday Inn Express Singapore Katong. You’ll have ambition, talent and obviously, some key skills. We’re looking for someone who can:
Guest Services Leader (GSL) play a significant role in providing consistent, reliable service in the hotel including superior cleanliness standards and optimum manpower productivity. Accountable for (Senior) Guest Service Agents’ execution of the consistent Holiday Inn Express guest experience.

In addition, the GSL will be a Champion in these areas;

• The Guest Experience Champion is pivotal to delivering our unique Guest Experience and is responsible for consistent delivery of the Express guest experience. Key areas of responsibility will be efficiently anticipating the needs of the guest and identifying operation barriers to delivering the unique Guest Experience. The role acts as the custodian of Holiday Inn Express service delivery.
• The Great Room Champion liaises with the outsourced food provider, overseeing and directing the Great Room efficiently to ensure modern and uncomplicated customer service is delivered consistently.
• The IHG Rewards Club Champion ensure all training is provided regarding IHG Rewards Club. Keys areas of responsibility will be to attend calls/training, motivate the Guest Services Team for enrollments and ensure all collaterals are up to date.

GUEST EXPERIENCE:

• Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
• Carry out the special needs and requests of guests and repeat visitors.
• Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed.
• Demonstrate BrandHearted behaviors by maintaining compliance with all required brand standards, behaviors, hallmarks and license agreement mandates.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback and build relationships.
• Responsible for IHG Rewards Club enrolment and recognition.
• Ensure the ‘one team approach’ by assisting in all Reception tasks when required.
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards.
• Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management.

QUALIFICATIONS & REQUIREMENTS

Minimum Diploma or equivalent plus four years’ service industry experience. Supervisory experience is essential. Must be proficient in written and spoken English.

In return for your hard work, you can look forward to a highly competitive salary and benefits package, including

• Duty Meals
• Birthday Off
• Medical Benefits
• Dental Benefits
• Insurance Coverage
• 25-50% F&B Discount at restaurants within IHG Singapore Hotels
• Special Employee Rate at all IHG Hotels worldwide
• Room to Grow Opportunities

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.
And because the Holiday Inn Express brand belongs to the IHG family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.

The Guest Service Leader will fulfill a leadership role in the hotel whilst overseeing third party vendors (contractors). They will champion the “one team” approach and oversee the Holiday Inn Express brand standards whilst dealing effectively and efficiently with all guest complaints, queries and suggestions.