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!
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.
Don’t quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today
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