Guest Experience Assistant Manager

**About us**

InterContinental Singapore Robertson Quay

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

**Your day to day**

As the Guest Experience Assistant Manager, you will be responsible for the supporting of the hotel operation in the role of Manager on Duty for driving Guest Relations at the hotel, and for analysing key metrics to help improve overall guest satisfaction. In addition, to monitor daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction. Furthermore, in communicating trends in data to hotel leaders and engages all departments in hotel operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Guests. In return, you become and acts as the “Service Champion” for the hotel and seeks out opportunities to enhance the guest experience in all areas of the hotel.

**Managing Guest Relations Functions**
- Manages the Guest Relations function and partners with GM, HM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house
- Supports operations of hotel by managing guest relations, and analyzes key metrics to help improve overall guest satisfaction
- Assists the GM & Hotel Manager in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey, the Customer Relations and Communications group or the Guest Relations group
- Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s)
- Performs daily hotel inspections to include a combination of common areas, amenities, outlets, and guest units. Documents the condition of these areas and shares with appropriate leadership
- Coordinates Manager on Duty efforts for the entire week ensuring the hotel has proper coverage on all shifts throughout the week

**Leading Efforts to Reduce Guest Issues**
- Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction
- Communicates trends in data to hotel leaders
- Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments
- Actively participates in hotel initiatives to reduce guest “problems” and drives improved problem resolution
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
- Reviews all Guest Compensation awarded and works to mitigate financial exposure to the COA and the organization
- Engages all departments in hotel operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Guests

**Ensuring and Providing Exceptional Customer Service**
- Improves service by communicating with and assisting associates to understand guest needs, and by providing guidance, feedback, and individual coaching when needed
- Acts as the “Service Champion” for the hotel and seeks out opportunities to enhance the guest experience in all areas of the hotel
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Responds to and handles guest problems and complaints
- Observes service behaviours of employees and provides feedback to individuals and/or their managers

**Managing and Conducting Human Resource Activities**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example
- Encourages and builds mutual trust, respect, and cooperation among team members
- Establishes and maintains open, collaborative relationships within the team
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress
- Celebrates successes and publicly recognizes the contributions of team members
- Facilitates various training activities such