Guest Services Agent - Holiday Inn Singapore Little India
Guest Services Agent - Holiday Inn Singapore Little India
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Job Description
JOB OVERVIEW
Responsible for all activities relevant to the Front Desk such as the reception check in / out rooming of all Hotel guests cashiering foreign exchange and assisting them with inquiries.
At Holiday Inn we want our guests to relax and be themselves which means we need team members to:
Be you by being natural professional and personable in the way you are with people
Get ready by taking notice and using your knowledge so that you are prepared for anything
Show you care by being thoughtful in the way you welcome and connect with guests
Take action by showing initiative taking ownership and going the extra mile
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
Maintains cashier float and ensures accurate daily report of all money received
Performs the audit balances and prepares all works for audit in an orderly fashion
Upsell established upsell packages to guests to improve the Hotels RevPAR and Total Revenue
PEOPLE:
Interacts with guests and individuals outside the hotel including but not limited to current and potential clients owning company representatives suppliers competitors and other members of the local community.
GUEST EXPERIENCE:
Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guests name at every opportunity
Registers and rooms all arrivals according to established procedures
Performs check in check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
Cashes hotel guests personal and travelers checks and assists with currency exchange
Responsible and attends to guests requests of using the service of safety box at all times
Knowledgeable of all special promotion procedures for programs such as; Seasonal Packages Frequent Flyers Programs and also Intercontinental Hotels Group Loyalty program (IHG Rewards Club)
Attends to guests complaints inquiries and requests referees problems to supervisor/Duty Manager if he/she is unable to assist
Is familiar with other properties within InterContinental Hotels Group so that guest indicating any next destination on the registration card can be sold an onward booking to another hotel within InterContinental Hotels Group brands
Maintains comprehensive knowledge of standard reservation procedures including correct forms to use how to read telex e-mail messages and how to interpret availability sources within the reservation systems
When on night shift checks night report prepare the morning report and prepare all necessary forms for the guest arrival
RESPONSIBLE BUSINESS:
Maintains intimate knowledge of departmental standards and procedures
Keeps abreast of all modifications to accounting policies and procedures
Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand
Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIPs and with reference to hotel and to be a health or safety hazard
Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
Be aware of duty of care and adhere to occupational health and safety legislation policies and procedures
Be familiar with property safety first aid and fire and emergency procedures and operate equipment safely and sensibly
Initiate action to correct a hazardous situation and notify supervisors of potential dangers
Log security incidents and accidents in accordance with hotel requirements
ACCOUNTABILITY
Under the general direction of the Rooms Division Manager or his / her delegate and within the limits of established InterContinental Hotels Group brand and local policies and procedures responsible for all activities relevant to the Front Desk such as the reception check in / out rooming of all Hotel guests foreign exchange and assisting them with inquiries. You will also help to create a desired work culture around our Winning Ways of the InterContinental Hotels Group and embrace the IHG Commitment.
QUALIFICATIONS AND REQUIREMENTS
High School or Vocational Certificate in Hotel Administration Hotel Management or equivalent with 1 years experience in guest / customer service 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. Able to read and write English. Proficient in the use of Microsoft Office and Front Office System.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
