Guest Services Officer

About the role

As the Guest Services Officer, you will be responsible for the operational efficiency of all reception and instant service areas during shift. Accountable for the service delivery of those areas to ensure guests receive a consistent luxury experience. You will be required to coordinate with all other departments within the hotel to ensure that a seamless guest experience is consistently delivered. At InterContinental Hotels & Resorts®, we believe in Inspiring Incredible - both within our teams and in every guest experience. With a global, cultured mindset paired with deep local expertise, we bring our unique personalities to every interaction, creating authentic and memorable moments. Our success is driven by passionate individuals who understand hospitality inside and out. We perform at our best by fostering a culture of excellence, engagement, and well-being - because when we invest in ourselves, we deliver exceptional experiences. We fuel innovation by embracing diverse perspectives, leading to creative and forward-thinking solutions. And we stand out because of our unique culture, setting us apart in the industry. As a colleague of InterContinental Singapore Robertson Quay, you will be part of a team that embodies this philosophy, delivering exceptional service and elevating hospitality to new heights. If you believe in our values and want to be part of something truly special, we want you on our team! Your Day-to-Day Financial Returns To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize sales To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members Maintain comprehensive knowledge of standard reservation procedures Ensure all charges are correctly posted to guests' bills following the standard procedures Deal with cash and credit transactions in accordance with the hotel and company policy and ensure that any discrepancies are reported immediately Maintain cashier float and ensure accurate daily report of all money received Be aware of the hotel availability and of every opportunity to maximize room revenue Be aware of the hotel in-room dining menu and of every opportunity to maximize F&B revenue To be fully involved in IHG Rewards and InterContinental Ambassador program enrolments and achieving Upsell revenue Gain understanding of the departmental goals and financial targets and support management team in achieving these targets Works with superior in the operations of the reception desk and instant service desk Recycles whenever and where-ever possible and enforces cost saving measures People Comply with Standard Operating Procedures and guidelines provided by InterContinental Brand Standard Guidelines Comply with company grooming standards and lead by example Communicate to his/her superior any difficulties, guest comments and other relevant information. Communicate with IRD and culinary team to deliver guest order in a timely and professional manner Communicate with Concierge team to ensure all taxi booking, luggage assistance and newspaper request are being follow up Communicate with Housekeeping team to ensure all housekeeping related requests are being follow up Communicate with Engineering team to ensure all engineering related request are being follow up Attend and participate 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 Front Desk team and all other operational departments Ensure proper handover procedures are followed in the transferring of all relevant information daily 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 and acknowledge guest preferences - Maintain high level of knowledge which affects guest experience - Always greeting guests in a friendly and helpful manner and attempting to learn and use guests' name at every given opportunity Ensure that guests depart from the hotel with a positive impression of the hotel services Get assistance from Front Office Executive/Supervisor to attend to guests' complaints, inquiries and requests in the absence of the Duty Manager if he/she is unable to assist Assist guests and escort them to locations within the hotel at their request Maintain knowledge of special programs and events in the hotel to recognize and respond to guests' needs Remain up-to-date with current Hotel information to be able to provide information to guests Ensure high recognition of I

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