Butler & Club Executive - InterContinental Singapore

Butler & Club Executive - InterContinental Singapore

Hotel Brand: InterContinental

Location: Singapore, Singapore

Hotel: Singapore (SINHB), 80 Middle Road, 188966

Job number: 139667

Your day-to-day

• Be the warm welcome that kicks off a memorable guest experience

• Multi-Faceted Duties - Trained to be able to carry out multiple roles within the hotel such as Front Desk, Club InterContinental and Concierge

• Front Desk – Delivery of efficient check-in and check-out procedures as per Standard Operating Procedures with True Hospitality and genuine interest in our Guests. Handle cash and credit card transactions. Take and manage guest bookings, up-selling opportunities and sharing of experiences to enrich their stay experiences.

• Uniformed Services – Working Better Together with Uniformed Services Team in providing guests with prompt service, professional attention and personal recognition with excellent local knowledge. Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests

• Club InterContinental - Assists in delivering the Club InterContinental stay and dining experience with the guidance of Butler & Club InterContinental Manager.
  
  Working Better Together with Culinary team in ensuring that Club InterContinental dining experiences are delivered as per Brand standards.

• Executing upon key butler responsibilities across all facets of the guest experience; performed with an intuitive and anticipative service sequence with flair.

• Ensures complete resolution of guest feedback and thoroughness in recording of feedback and preferences of all guests.

• Key point of contact for Guests across guest journey (pre arrival, during stay and post departure).

• Supports in all Front Office & F&B relevant department and works closely with all section within the hotel in ensuring a most seamless delivery of all guest experiences across the Hotel.

• Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies.

• Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.

• Conducts shift briefings to ensure hotel activities, events and operational requirements are known on the day's schedule. Attends Group Pre-conference with Operational and Sales Leads, manage group room allocations, handles group arrivals and departures in the absence of Rooms Controller.

• Check, responds/action all emails in a professional and timely manner in the absence of Rooms Controller. Handles IHG Rewards Club and non-members' room allocation, ensures rooms are assigned according to preferences in the absence of Rooms Controller

• Schedule and regularly conducts routine inspections of area under his/her control and guest rooms prior to arrival.

• Controls and monitors departmental costs on an ongoing basis to ensure performance against Hotel's rolling forecast and official budget.

• Communicates closely and regularly with Housekeeping Coordinator on room status; Arrange/prepare site inspection rooms for Sales & Marketing on a daily basis and coordinates with Engineering and Housekeeping on PMM (Preventive Maintenance) daily on the blocking and releasing after completion in the absence of Rooms Controller.

• Elevating Guest Experience – Deliver our Loyalty Experience by acknowledging our IHG Reward Club and InterContinental Ambassadors; tailoring our Club InterContinental guests experience in person, emails, or on the phone. Stay one step ahead of guests' needs – record and act on preferences, handle messages, requests, questions and concerns proactively. Be a trusted contact for all guests.
  
  Assist Guests with all requests; from accommodation billing to local knowledge, and basic problem handling to take care of their stay

• Driving Results – Supports Department in delivering to departmental targets of upselling revenue and Loyalty enrolment. Delivers genuine guest experiences with True Hospitality.

• Leading Others – Supervises and directs Guest Experience Ambassadors. Reports to Duty Manager and supports other departments at peak periods. Cooperate and communicates with other hotel departments as required.

• Develops, oversees, mentors and coaches all associates and interns functionally.

• Upholding of safety and security of our Guests and Colleagues at the Workplace in line with Hotel's Emergency Response procedures and security guidelines.

What we need from you

• Strong eye for detail and delivery of service excellence across all operational facets of the guest experience.

• Communication skills - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to

• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories

• Fluency in the local language - extra language skills would be great, but not essential

• Literate and tech-savvy – you will need a good grasp of reading, writing, basic maths and computers

• Advanced Front Office Opera PMS knowledge and upselling skills

• Appreciation for Food & Beverage offerings, and provision of excellent Food & Beverage service standards with food handling certification

• Flexibility – night at times, weekend and holiday shifts are all part of the job

• You will have a tertiary or a diploma qualification. A college or university degree would be a bonus, but not essential

• Experience - You have spent at least two years in a front desk or guest service supervisory position

• Strength - sometimes you will need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling

• May be required to work nights, weekends, and/or holidays.