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Instant Service Officer

2 weeks ago

Central Singapore IHG Full time

**About us**
At **InterContinental® Hotels & Resorts** our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Join our team as our **Instant Service Officer **in **InterContinental Singapore Robertson Quay**. You’ll have ambition, talent and obviously, some key skills.

**Your day to day**
You will be responsible for all aspects of Telecommunications services within the Hotel to achieve the highest possible guest satisfaction. Being the first contact guests have with the hotel, you play a critical part in delivering a luxurious guest experience even before they step inside the hotel.
- To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize sales
- To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enrol new members
- Maintain comprehensive knowledge of standard reservation procedures
- Ensure all charges are correctly posted to guests’ bills following the standard procedures
- Be aware of the hotel availability and of every opportunity to maximize room revenue
- Maintain high level of knowledge which affects guest experience
- Greet guests at all times in a friendly and helpful manner and attempt to learn and use guests name at every opportunity
- Maintain knowledge of special programs and events in the hotel to recognize and respond to guest’s needs
- Maintain 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
- Ensure all messages received for guests are passed on accurately and as 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
- Process all incoming and outgoing calls accurately and courteously
- Records and controls accurately wake up calls
- Assists guests with international calls and directory queries
- Handles guests needs or requests and reports complaints to the Guest Service Supervisor
- Perform correct handling and updating of IHG Rewards Club membership in Loyalty Connect and Opera
- Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
- Post in room dining and laundry bill accurately into the POS machine

**What we need from you**
Vocational studies in Hotel Administration, Hotel Management or equivalent, with 1 year experience in front office / guest services / call centre or related discipline including supervisory experience, or an equivalent combination of education and experience.

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Proficient in the use of Microsoft Office and Front Office System. Possesses problem solving and organizational abilities.

**What we offer**
In return for your hard work, you can look forward to a highly competitive salary and benefits package - including:

- 5-days work week
- Duty Meal
- Birthday Off
- Learning and Development Opportunities
- Medical Benefit
- Dental/ Optical/ Health Screening Benefit
- Insurance Coverage
- Special Employee rate at all IHG Hotels worldwide

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 InterContinental Hotels & Resorts 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.

Job Reference: EMEAA38721