Senior Guest Services Agent

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 Senior 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 Service 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**:

- Manage day-to-day staffing requirements, plan and assign work, establish performance and development goals for team members.
- Provide GSA’s mentoring, training, coaching and regular feedback to help manage conflict, improve employee engagement and guest’s satisfaction.
- Promote the Holiday Inn Express ‘one team approach’ and reliable service through daily communication andcoordination with all team members.
- 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.
- Educate/train team members in compliance with federal, state and local laws & safety regulations.
- Ensure ‘one team approach’ and quality service through daily communication and coordination.

**Guest Experience**:

- **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.
- Demonstrate Brand Hearted behaviors by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
- Retrieve and print all necessary reports.
- Accurately Enter/Update Reservations (when Reservations office is closed or busy).
- Handle Telephone Enquires efficiently and effectively.
- Perform in a self-sufficient way in line with business requirements.
- Updating constantly on local knowledge to improve the guest experience.
- Responsible for IHG Rewards Club Enrollment & Recognition
- Finance/Admin (Petty Cash Processing, Purchasing, Billing)
- Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
- Ensure the ‘one team approach’ by assisting in all Reception tasks when required.
- Ensure GSA complete all tasks.
- Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards.
- **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

**Responsible Business**:

- Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel’s or owner’s policies and procedures and regulatory requirements.
- Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint.
- Act in a responsible and senior way when dealing with hotel revenue.

**Requirements for this role**:

- Minimum Diploma or equivalent plus four years’ service industry experience.
- Supervisory experience is essential.
- Must be proficient in written and spoken English.

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 brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportun