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Not stated
Work mode
On-site
Experience
Some experience
About the role
This role leads the front office team at a Holiday Inn Express property on East Coast Road, overseeing daily guest services and team performance. It suits an experienced service industry professional with supervisory background who can balance financial targets, people management and guest satisfaction.
What you'll do
Help prepare the annual departmental operating budget and monitor spending to improve productivity.
Analyse financials to drive revenue, profitability and return on investment.
Support hotel revenue growth using company systems and procedures.
Assist with third-party vendor induction and manage vendor performance.
Plan and assign daily work for staff and third-party vendor teams.
Set performance and development goals and provide mentoring, coaching and feedback to guest service agents.
Train team members on compliance with laws and safety regulations and ensure they have the tools to do their jobs.
Develop programs that improve team engagement in line with brand service behaviours.
Implement and monitor succession planning for team members.
Handle SGSA/GSA training, rostering and coaching as directed by senior rooms management.
Resolve guest complaints and ensure corrective action is taken.
Fulfil special requests from guests and repeat visitors.
Advise employees on deficiencies, instruct corrective action and provide retraining.
Maintain compliance with brand standards, behaviours, hallmarks and licence agreement mandates.
Collaborate with hotel team members to establish services and programs that meet or exceed guest expectations.
Interact with guests, gather feedback and build relationships.
Manage IHG Rewards Club enrolment and recognition.
Assist with all reception tasks when needed to maintain a one-team approach.
Maintain standard operating procedures in line with service level standards.
Support IT shared services with PMS maintenance, configuration and interface management.
Ensure a safe and secure environment for guests, team members and hotel assets.
Develop and carry out action plans to reduce the hotel's carbon footprint.
Handle hotel revenue responsibly and support operations according to brand and local authority guidelines.
Perform other duties as assigned.
Good to know
Full-time role based at 88 East Coast Road, Singapore 423371.
Benefits include meal allowance, birthday off, medical and dental benefits, insurance coverage, F&B discounts at IHG restaurants, special employee rates at IHG hotels worldwide, and room to grow opportunities.
Requirements
Minimum Diploma or equivalent
At least 3 years' service industry experience
Supervisory experience is essential
Proficient in written and spoken English
Benefits
Meal Allowance
Birthday Off
Medical Benefits
Dental Benefits
Insurance Coverage
25-50% F&B Discount at restaurants within IHG Hotels
Apply on the company website
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