Instant Service Supervisor

**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 Supervisor **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
- Recycles whenever and where-ever possible and enforces cost saving measures
- Comply with Standard Operating Procedures and guidelines provided by InterContinental Brand Standard Guidelines
- Comply with company grooming standards
- Communicates to his/her superior any difficulties, guest comments and other relevant information
- Attends and participates 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 Instant Service team and all other operational departments
- Perform other duties as assigned
- Trains new Guest Service department personnel
- Maintains a detailed knowledge about the hotel’s service and hours of operations.
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
- Play a leading role during pre-briefing before shift starts
- 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
- Perform tasks as directed by the supervisor and/or Quality & Continuous Manager in pursuit of the achievement of business goals
- 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 guest’s complaints and record logs on a daily basis to team
- Investigate customer's problems and find solutions.
- Compile and print reports on overall customer satisfaction.
- Do proper service recovery

**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, yo