Guest Services Officer

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

Your Day-to-Day

Financial Returns

• 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 enroll new members
• Maintain comprehensive knowledge of standard reservation procedures
• Ensure all charges are correctly posted to guests' bills following the standard procedures
• Deal with cash and credit transactions in accordance with the hotel and company policy and ensure that any discrepancies are reported immediately
• Maintain cashier float and ensure accurate daily report of all money received
• Be aware of the hotel availability and of every opportunity to maximize room revenue
• Be aware of the hotel in-room dining menu and of every opportunity to maximize F&B revenue
• To be fully involved in IHG Rewards and InterContinental Ambassador program enrolments and achieving Upsell revenue
• Gain understanding of the departmental goals and financial targets and support management team in achieving these targets
• Works with superior in the operations of the reception desk and instant service desk
• Recycles whenever and where-ever possible and enforces cost saving measures

People

• Comply with Standard Operating Procedures and guidelines provided by InterContinental Brand Standard Guidelines
• Comply with company grooming standards and lead by example
• Communicate to his/her superior any difficulties, guest comments and other relevant information.
• Communicate with IRD and culinary team to deliver guest order in a timely and professional manner
• Communicate with Concierge team to ensure all taxi booking, luggage assistance and newspaper request are being follow up
• Communicate with Housekeeping team to ensure all housekeeping related requests are being follow up
• Communicate with Engineering team to ensure all engineering related request are being follow up
• Attend and participate in daily briefings, training sessions and other meetings as scheduled
• Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries
• Actively develop positive and effective communication between Front Desk team and all other operational departments
• Ensure proper handover procedures are followed in the transferring of all relevant information daily
• Perform other duties as assigned

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 to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.