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Guest Services Agent

3 weeks ago

Singapore KATONG HOLDINGS PTE. LTD. Full time

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 Agent in Holiday Inn Express Singapore Katong. You’ll have ambition, talent and obviously, some key skills. Because, for this vital role, we’re looking for someone who can:
**Financial Returns**:

- To assist the Guest Services Leader (GSL) in the hotel's revenue growth by leveraging on the company's systems, procedures and business processes.
- Handling Guest check out and billing in an efficient, friendly and hassle free manner.

**People**:

- Promote the Holiday Inn Express ‘one team approach’ and reliable service through daily communication and coordination with all team members.
- Participate in programs that drive improvements in team member engagement and are aligned with the ‘Holiday Inn Stay Real Be You’ brand service behaviors.
- Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the GSL.
- Contribute by participation in compliance with federal, state and local laws and safety regulations.

**Guest Experience**:

- Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
- Check Guests In - Efficiently Greet, register and confirm guest particulars and payment details upon check in. Issue keys.
- Check Guests Out - Print and confirm details of payment and bill for guests upon check out
- Answer any guests' enquires practically and simply in adherence to brand standards.
- Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s.
- Handle cashiering, payment and foreign currency exchange accurately.
- Reliably handle all special needs and requests of guests and repeat visitors.
- Demonstrate BrandHearted behaviours by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
- Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation.
- Accurately Enter/Update Reservations.
- Handle Telephone Enquires efficiently and effectively.
- Perform in a self-sufficient way in line with business requirements.
- Great Room - Process Guest Food and Beverage Order, Clear Tables (The Great Room).
- Refresh Food and Beverage in The Great Room.
- Meeting Room - Set up Meeting Room, Make Tea and Coffee, Clean Meeting Room.
- Clean and Organize Guest Areas and Pick up debris throughout Public Areas.
- Updating constantly on local knowledge to improve the guest experience.
- Responsible for Priority Club Rewards (PCR) Enrolment & Recognition.
- Finance/Admin (Petty Cash Processing, Purchasing, Billing).

**Responsible Business**:

- Demonstrate Awareness of Occupational Health and Safety Responsibilities (OH&S) policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
- Be aware of duty of care and 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.
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
- Support the hotel’s corporate responsibility initiatives in the areas of community involvement, environment management, workplace health & safety and food safety, drive action plans as required to achieve hotel corporate responsibility objectives.
- Perform Energy Conservation Checklists.

**Requirements for this role**:

- Minimum high school/secondary education/college degree.
- Positive attitude, pleasant personality, good communication skills, hotel operations and/or service experience preferred.
- Must be proficient in written and spoken English and basic computer literacy.

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 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