Instant Service Agent

InterContinental Singapore Robertson Quay is seeking an organized and meticulous Instant Service Agent to join our dynamic team. Under the general direction of the Duty Manager this candidate will be responsible for the operational efficiency of all Instant Service areas during shift. Accountable for the service delivery of those areas to ensure guests receive a consistent luxury experience. The candidate will also be responsible for coordinating with all hotel departments to ensure a consistently seamless and exceptional guest experience.

Your Day to Day

PEOPLE

• Adhere to the InterContinental Brand Standard Guidelines and Standard Operating Procedures.
• Maintain company grooming standards and set an example for others.
• Report any guest feedback difficulties or relevant matters to your supervisor promptly.
• Coordinate with the In-Room Dining and Culinary teams to ensure timely and professional delivery of guest orders.
• Liaise with the Concierge team to ensure follow-up on taxi bookings luggage assistance and newspaper requests.
• Communicate effectively with Housekeeping to ensure all related guest requests are attended to.
• Coordinate with the Engineering team to ensure timely response to maintenance-related guest requests.
• Attend and actively participate in daily briefings training sessions and scheduled meetings.
• Work collaboratively within a diverse team respecting different viewpoints cultures and backgrounds.
• Foster effective communication between the Front Desk and other operational departments.
• Ensure proper handover procedures for the accurate transfer of relevant information during shift changes.
• Carry out any other duties as assigned.

GUEST EXPERIENCE

• Demonstrate service excellence aligned with company and industry standards.
• Answer calls promptly and attend to guest requests accurately and efficiently.
• Anticipate guest needs and remember guest preferences.
• Greet all guests warmly; use their names whenever possible.
• Ensure guests leave with a positive impression of the hotel.
• Escalate unresolved guest issues to Guest Services team or Duty Manager.
• Stay updated on hotel events programs and local area knowledge.
• Recognize and engage IHG Rewards Club and Ambassador members.
• Keep reception and service areas neat and organized at all times.
• Attend to safety box usage requests responsibly.
• Register guest arrivals as per SOPs.
• Ensure accurate and prompt delivery of guest messages.
• Respond to written and verbal guest requests courteously.
• Answer calls within three rings and execute timely wake-up calls.
• Record IRD orders and taxi requests properly; relay details to relevant teams.
• Note dietary requirements and allergies when taking F&B orders.
• Perform tasks assigned by Guest Service Executive Supervisor or Manager.

RESPONSIBLE BUSINESS

• Comply with the Companys 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 Rewards Club 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 and near misses are always logged in a timely manner and brought to the attention to the Duty Manager
• Reuse Reduce and Recycle whenever possible

ACCOUNTABILITY

• Primary role is to deliver excellent and exceptional service ensuring guests feel welcomed to the hotel.
• Supervise all Guest Service Part-Timers under your care.
• Responsible for duties and performance in line with property-specific requirements.

QUALIFICATIONS AND REQUIREMENTS

• Diploma or Degree or equivalent in Hotel Management/Business Administration
• Must be able to speak fluent English
• Ability to stand for extended periods and lift items up to 50 pounds.
• Operate property management systems using a keyboard.
• Handle various physical tasks and equipment.
• Strong communication skills for guest staff and third-party interactions.
• Read write and interpret reports instructions and training materials.
• Use of basic math and budgeting concepts for reports and analysis.
• Apply problem-solving organizational and training skills regularly.
• Willingness to travel for training or certifications when required.
• Available to work rotating shifts including nights weekends and holidays.