Guest Services Officer

InterContinental Hotels Group; Singapore; On-site; SGD 42,000 - 54,000; Full time

Benefits offered by this job

5-day work week

Duty meal

Uniforms & laundry

Midnight transportation

Birthday off

Learning & development opportunities

Flexi benefits

Insurance coverage

50% F&B discount

Employee rate at IHG hotels

Job summary

InterContinental Hotels Group is seeking a Guest Services Officer to oversee reception areas during shifts and ensure premium service delivery. You will coordinate with other departments to maintain a seamless luxury guest experience and manage guest requests and inquiries with professionalism.

The role requires vocational hotel administration studies and at least 1 year in front office, guest services or call centre, including supervisory experience.

Qualifications

• Diploma/ vocational studies in hotel administration or equivalent.
• Strong communication and guest service mindset.
• Ability to handle guest requests professionally and promptly.

Responsibilities

• Oversee front office and guest services during shift to ensure smooth operation.
• Coordinate with hotel departments to deliver the luxury guest experience.
• Explain hotel facilities, services and promotions to guests and enroll members in loyalty programs.
• Process charges accurately and handle transactions per policy.
• Maintain knowledge of local area and hotel events to assist guests.

Skills

Communication skills

Problem solving

Organizational abilities

Education

Hotel Administration education

Tools

Microsoft Office

Front Office System

Job description

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.