Job Information
IHG Rooms Controller - InterContinental Singapore in Singapore
YOUR DAY-TO-DAY
FINANCIAL RETURNS
Compile statistics for front office and provide reports relating to that area
Continually check the accuracy of room count
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
Communicate to Front Office Manager and Duty Manager all information likely to be of interest to hotel Management such as the expected arrival and departure of VIPs and all other pertinent information
Maintain all procedures and adheres to them within the IHG guidelines; with emphasis especially on hotel credit policy
Be aware of the hotel availability and of every opportunity to maximize room revenue
Recycles whenever and where-ever possible and enforces cost saving measures
Gain understanding of the departmental goals and financial targets and support management team in achieving these targets
To be fully involved in IHG Rewards and InterContinental Ambassador program enrolments and achieving Upsell revenue
PEOPLE
Comply with Standard Operating Procedures and guidelines provided by InterContinental Brand Standard Guidelines
Comply with company grooming standards and lead by example
Communicate any difficulties, guest comments and other relevant information to his/her superior
Communicate with Housekeeping team to ensure all housekeeping related requests are being followed 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
Provide input for probation and formal performance appraisal discussions in line with company guidelines
Ensure new staff attend Corporate Orientation within first month of hire
Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
RESPONSIBLE BUSINESS
Comply with the Company’s Code of Conduct
Maintain security of information relating to guests and colleagues in the hotel
Align self with company values, mission and desired behaviours
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.
Confidently take decisions ‘through the lens of our Brands’ so that our brand is the most important factor
GUEST EXPERIENCE
Demonstrate service attributes in accordance with industry expectations and company standards including;
Being attentive to guests
Accurately and promptly fulfilling guests’ requests
Build and maintain positive relationships with all internal customers and guests in order to anticipate guests’ needs and acknowledge guest preferences
Act to address these needs in order to exceed their expectations
Ensure welcome points are credited accordingly for IHG Rewards Club and Ambassador Members
Ensure all guests receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard Operating Procedures of the hotel
Create a positive hotel image in every interaction with internal and external customers
Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
Assist guests and escort them to locations within the hotel at their request
Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
Maintain current Hotel Information to be able to provide information to guests
Ensure all Front Office Traces are followed up with in a timely manner
Ensure all reservation comments and the respective details are updated in a timely manner
Ensure all guest emails are replied to in a professional and timely manner
Ensure all rooms and suites assigned according to guest preference
Assist to look thru IHG arrival reporting for VIP and Member’s arrival for preferences and any special request
Assist to cover breaks for Front Office team
Communicate closely and regularly with Housekeeping Room Controllers in terms of room assignments and readiness according to GTC arrival report.
Assist to attend the Group Resume meeting and handle all group arrivals
Assist to check Credit Limit and send message to guest rooms respectively
To work closely with Instant Service team for any Guest Relation request and arrangement
Maintain inter-departmental relationships to ensure seamless customer service
Assume overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained.
Record all follow-up actions required in log book
Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
Know system recovery procedures
Interpret computer reports
Reuse, Reduce and Recycle wherever possible
Coordinate by keeping Front Office Executives, Supervisors and Duty Managers informed of any extraordinary or emergency situations.
Demonstrate commitment, optimism and determination to deliver our Brand Standards and guest experience with consistency
Check on the completion of all requests.
Redirect guests’ requests to the appropriate supervisors or managers.
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At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.