Front Office Trainer, Crowne Plaza Changi Airport

There’s nothing complicated about dealing with business people.

They’re just people. Doing business.

By day, international marketing superhero. By night: fluffy bath robe and a box set.

Like Liz, who’s left her laptop cable in the cab. Or Mario, who’s secretly missing his cats. The early riser, who’s first in the gym. The sales team preparing for the ‘big pitch’ over a freshly prepared lunch. At Crowne Plaza Hotels and Resorts, we embrace the new world of business and understand that Modern business travellers want a hotel (and a hotel team) that understands and supports them, helping at every turn.

**What is the job?**

The moment a guest enters the hotel, they will be amazed by the exceptional service provided by our frontline colleagues. As a Front Office Trainer, you’ll train the Front Office team to deliver a memorable service to guests that exceeds their expectations by implementing HR policies and systems framework. You’ll also assist to create a warm atmosphere that makes our guests feel at home in any location.

**Your Day to Day**

**Guest Experience**
- Observe how the team reacts and responds to guests to resolve their problems and also provide them with personal recognition. Suggest improvements and ensure brand standard compliance
- Ensure the team provides VIPs and IHG One Rewards guests’ special attention and ensure the team is able to deliver the IHG 1 Rewards Promise. You will monitor the process to coach and build on the service delivery

**Responsible Business**
- Participate actively in all responsible business activities
- Ensure all procedures are conducted safely and according to policies, procedures and guidelines
- Be aware of duty of care, adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Log security incidents and accidents in accordance with hotel requirements

**People**
- Build rapport and strong relations with the Front Office team
- Ensure both team members and managers are aware of HR policies and procedures
- Assist managers in developing work practices are aligned to OH&S policies and implemented through ongoing training
- Maintain current information and records of training resources and materials. Ensure all assigned trainings are completed and training hours are recorded
- Updating of new SOPs in Front Office and train front office team to ensure every colleague is aware of the updates
- Onboard New Hires and Trainees in Front Office team, create and track their learning progress
- Coach trainees by providing constructive feedback to enhance their performance and push them to exit their comfort zones
- Conducts and facilitates stand up training sessions and OJT Training sessions for Front Office Team/ ad-hoc Training from HR

**Financial**
- Help ensure targeted training is conducted to ensure expenses through service recovery is kept to a minimum
- Focus on upselling training and champion revenue generating initiatives

Ideally you have at least a Diploma qualification and at least 3 years of experience in a Front Office Supervisory role.

We’ll reward all your hard work with a great salary and benefits - including a uniform, great room discount and superb training.

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.