Guest Services Officer
IHG · Singapore
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
Under the general direction of the Front Office Executive / Supervisor, the Guest Services Officer will be responsible for the operational efficiency of all reception areas during shift and 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.
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
Works with superior in the operations of the reception 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
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 Front Desk team and all other operational departments
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
Maintain high level of knowledge which affects guest experience
Greet guests at all times in a friendly and helpful manner and attempt to learn and use guests name at every opportunity
Act to guarantee that guests depart from the hotel with a positive impression of the hotel services
Assist guests and bring them to locations within the hotel at their request
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 One Rewards 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 and desk area is kept clean and in an orderly state always
Responsible and attend to guests request of using service of safety box at all times
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 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 manager in pursuit of the achievement of business goals
Responsible Business
Comply with the Company’s Code of Conduct
Maintenance of security of information relating to guests and colleagues in the hotel
Align self with company values, mission and desired behaviors
Perform correct handling and updating of IHG One Rewards membership in Loyalty Connect and Opera
Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures.
Ensure all security incidents, accidents as near misses are always logged in a timely manner and brought to the attention to the Duty Manager
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
Uniforms/ Laundry Services
Midnight Transportation
Birthday Off
Learning and Development Opportunities
Flexi Benefit
Insurance Coverage
50% F&B discount at Hotel’s selected Restaurant
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, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.
So whoever you are, whatever you love doing, bring your passion to the InterContinental Hotels & Resorts brand and IHG and we’ll make sure you’ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.
Guest Services Officer will be responsible for the operational efficiency of all reception areas during shift and the service delivery of those areas to ensure guests receive a consistent luxury experience.