Guest Services Officer (Instant Service)

InterContinental® Singapore Robertson Quay; Singapore; On-site; SGD 36,000 - 48,000; Full time

Benefits offered by this job

Room and dining discounts

Training opportunities

Career development support

Job summary

InterContinental Singapore Robertson Quay is seeking a service-oriented Guest Services Officer to join our team. You will manage all telecommunications services and be the first point of contact, delivering a luxurious guest experience even before guests step inside the hotel.

The role requires a High School or Vocational Certificate in Hotel Administration, fluent English, and the ability to work shifts. You will follow brand SOPs, assist guests with requests, and cooperate across departments

Qualifications

• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent, with 6 months’ experience in guest service or customer service, or an equivalent combination of education and experience.
• Able to speak and understand English.
• Proficiency in using a keyboard to operate property management and reservation systems.
• Strong communication skills for interacting with guests, employees, and third parties, reflecting well on the hotel, brand, and company.
• Flexibility to work shifts, weekends, and holidays as required.

Responsibilities

• 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
• 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 guests needs or requests and reports complaints to the Guest Service Supervisor

Skills

Strong communication

English proficiency

Education

High School or Vocational Certificate in Hotel Administration

Job description

InterContinental Singapore Robertson Quay is a seeking a service-oriented and proactive Guest Services Officer to join our team. 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.

At Intercontinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and in the know which means we need you to:

Invite discovery: we are open to experiencing and building our knowledge of ourselves, the people and the cultures around us – and invite and encourage others to do the same.

Embrace empowerment: we cultivate environments where we celebrate differences, foster belonging and actively empower and care for each other.

Champion possibility: we are proud to be a global luxury brand that continuously innovates, set the standard, and pushes what’s possible for our industry, our guests and our colleagues.

Your Day to Day

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 Instant Service 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

• 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 guests needs or requests and reports complaints to the Guest Service Supervisor

QUALIFICATIONS

• High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent, with 6 months’ experience in guest service or customer service, or an equivalent combination of education and experience.

• Able to speak and understand English.

OTHER REQUIREMENTS

• Proficiency in using a keyboard to operate property management and reservation systems.

• Strong communication skills for interacting with guests, employees, and third parties, reflecting well on the hotel, brand, and company.

• Flexibility to work shifts, weekends, and holidays as required.

What we offer

We’ll reward your hard work with a competitive salary and a comprehensive benefits package – including generous room and dining discounts, exceptional training opportunities and a strong support for your ongoing career development.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve – visit www.http://careers.ihg.com to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.