Guest Services Officer - InterContinental Singapore Robertson Quay

What you'll do

• Know the hotel's facilities, services and promotions well enough to share them with guests and drive sales
• Understand the IHG Rewards and Ambassador programmes and enrol new members whenever possible
• Keep up to date with standard reservation procedures
• Post all charges to guest bills correctly following set procedures
• Handle cash and credit transactions per hotel and company policy, reporting any discrepancies right away
• Manage the cashier float and keep an accurate daily record of money received
• Track room availability and look for ways to increase room revenue
• Know the in-room dining menu and look for ways to increase food and beverage revenue
• Support IHG Rewards and Ambassador enrolments and upsell revenue targets
• Understand departmental goals and financial targets and help management meet them
• Work with your superior on running the reception desk and instant service desk
• Recycle where possible and follow cost-saving measures
• Follow Standard Operating Procedures and InterContinental Brand Standard Guidelines
• Meet company grooming standards and set a good example
• Raise difficulties, guest comments and other relevant matters with your superior
• Coordinate with the in-room dining and culinary team to deliver guest orders promptly and professionally
• Coordinate with the Concierge team on taxi bookings, luggage help and newspaper requests
• Coordinate with the Housekeeping team on housekeeping-related requests
• Coordinate with the Engineering team on engineering-related requests
• Attend daily briefings, training sessions and other scheduled meetings
• Work well within a diverse team of colleagues from different backgrounds and cultures
• Build positive, effective communication between the Front Desk team and other operational departments
• Follow proper handover procedures when passing on information daily
• Carry out other duties as assigned
• Be attentive to guests and fulfil their requests accurately and promptly
• Anticipate guest needs and note their preferences
• Keep a high level of knowledge that affects the guest experience
• Greet guests in a friendly, helpful way and try to use their names
• Make sure guests leave with a positive impression of the hotel's services
• Get help from the Front Office Executive or Supervisor for guest complaints, enquiries and requests when the Duty Manager is unavailable
• Escort guests to locations within the hotel when asked
• Know about special programmes and events in the hotel to respond to guest needs
• Stay current on hotel information so you can answer guest questions
• Give strong r